Methodical Aspects for Measuring Customers‘ Satisfaction of eServices in Automated CRM Systems

Roumiana Ilieva, Delyana Gashurova


The main purpose of the paper is to identify a method for measuring customers’ satisfaction of eServices in CRM systems. The research is conducted through elaborate overview analysis of enterprises using ERP systems. On the bases of the analysis suggestions for companies relying on CRM systems, a conceptual agenda for agile BI monitoring of service quality and client’s perceptions is proposed.

Full Text:



Cudjoe, A., Anim, P., George, A. (2015). Effect of Customers' Satisfaction of Service Delivery on Customers' Retention of Tigo Telecommunication Network (A Case of Abokobi-Madina Locality) The International Journal Of Business & Management. Vol 3, Issue 1. January, 2015 (ISSN 2321 –8916)

Grönroos, C. (1988). Service Quality: The Six Criteria of Good Service Quality. Review of Business, St. John’s University, No. 3.

Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions. Journal of Retailing, 64(1), 12

Vercellis, C. (2009). Business Intelligence: John Wiley & Sons, Ltd.

Wahab, S., Al-Momani, K. & Noor, A. M. (2010). The Relationship between Eservice Quality and Ease of Use on Customer Relationship Management (CRM) Performance: An Empirical Investigation in Jordan Mobile Phone Services. Journal of Internet Banking and Commerce, 15(1): 1-15.

Zarei, S. (2010). Electronic Service Quality Evaluation Methods for Online-Banking System, Dr. International Journal of Computer Sci ence and Technology (IJCST), Vol. 1, Issue 2

Маринов О., Р. Попова (2009) Приложимост на подхода „Business Intelligence” (бизнес анализ) в управлението на МСП за производство на мебели, II Научно-техническа конференция „Иновации в горската промишленост и инженерния дизайн” - Юндола, Сборник научни доклади, ISSN 1314-0663, с. 274-279.

Недялков, А. (2011). Методика за измерване на качеството на услугите, Scientific Proceedings of the Scientific-Technical Union of Mechanical Engineering, IX .International Scientific Conference “Management and Engineering”, 2(122), с. 228-237, ISSN 1310-3946


  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.

ISSN 1313-4787 (Print)
ISSN 2367-5403(Online)