Volume 13 Number 10 (Oct. 2018)
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JCP 2018 Vol.13(10): 1177-1184 ISSN: 1796-203X
doi: 10.17706/jcp.13.10.1177-1184

Investigating the Relationship between Electronic Commerce, Innovation and Technology with Customer Satisfaction

Elham Yari
Department of Information Technology Management, Faculty Management, University of ShahidBeheshti, Tehran, Iran.
Abstract—Attracting customers and clients is one of the most important goals of business organizations, firms and business unitsto increase profits and business success. Customer satisfaction is one of the most important factors in this field and increasing the clients by introducing and identifying a brand unit to othersleads to greater profitability and commercial success. For this purpose, customer satisfaction is very important in the present situation; therefore, different organizations are trying to increase it by various factors and services for achieving economic objectives.This study aimed to examine the relationship between electronic commerce, innovation and technology with customer satisfaction.The statistical population of this research consisted of all employees, managers and experts working in centers and enterprises active (or inactive) in electronic commercefieldAccordingly, 385 subjects (in each group) were selected according to Cochran formula by convenient sampling method and completed the questionnaires of customer satisfaction, innovation, technology and electronic commerce. The results of the research showed a significant positive correlation between electronic commerce, innovation, technologyand its dimensions including innovative management, advanced tools and equipment, on-line and supporting serviceswith customer satisfaction. Also, these components are strong predictors of customer satisfaction. According to the results, electronic commerce, innovation and technology are reasonable tools for increasing customer satisfaction.

Index Terms—Customer satisfaction, electronic commerce, innovation and technology, innovative management.

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Cite: Elham Yari, "Investigating the Relationship between Electronic Commerce, Innovation and Technology with Customer Satisfaction," Journal of Computers vol. 13, no. 10, pp. 1177-1184, 2018.

General Information

ISSN: 1796-203X
Frequency: Monthly (2006-2014); Bimonthly (Since 2015)
Editor-in-Chief: Prof. Liansheng Tan
Executive Editor: Ms. Nina Lee
Abstracting/ Indexing: DBLP, EBSCO,  ProQuest, INSPEC, ULRICH's Periodicals Directory, WorldCat, CNKI,etc
E-mail: jcp@iap.org
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