Business AnalyTics

RESEARCH
Domain: UI/Ux AND CRM

Gehna Upreti (2248133)

1. The impact of e-service quality and customer satisfaction on customer
behavior in online shopping
https://www.sciencedirect.com/science/article/pii/S2405844019363509

According to the research, companies should focus on website design, security/privacy, and fulfillment to build superior
service quality of an online store. An excellent website design with visually appealing content, sufficient information,
easy-to-read text, and easy payment systems is essential. Timeliness of delivery and ensuring customers' data
security and privacy are also important factors. Additionally, partnerships with delivery courier services and
agreements on responsibility for damages during delivery can help maintain customer satisfaction and trust. Finally,
encouraging customers to provide feedback and rewarding them for sharing their experiences can help businesses
spread WOM and potentially attract more customers. Customer service was found to be less important for overall
service quality in the Indonesian context.
User
experience
2. Enhancing CRM Business Intelligence Applications by Web
User Experience Model
https://thesai.org/Publications/ViewPaper?Volume=6&Issue=7&Code=IJACSA&SerialNo=1

The User Experience (UX) paradigm is important in enhancing CRM Business Intelligence (CRMBI) through web technologies because it calls
for extending the capabilities of CRMBI by using web technologies to provide a personalized user experience. By taking into account the
needs, preferences, and characteristics of a user or group of users, personalization methods can be used to provide an overall customized
user experience. This can lead to better customer retention and loyalty by understanding customer needs and enhancing customer satisfaction
through personalized services. The web technologies can also help in acquiring and analyzing information from different sources to improve
enterprise knowledge assets. The integration of web technologies into data warehousing can enhance the knowledge acquisition and analysis
of information from different sources to create more meaningful communication with customers through real transactions and establish useful
relations with loyal customers.
3. Improving Customers Satisfaction to the Development of User Interface Design for
Mobile Shopping Through QFD
https://papers.iafor.org/wp-content/uploads/papers/acp2015/ACP2015_08856.pdf

According to the research, usability is important in the context of mobile shopping because a friendly user interface
(UI) increases customer satisfaction and influences their purchasing behavior. Mobile devices have limited screen size,
low-resolution display, and small keypads, making shopping on them challenging. Improving UI design elements can
make mobile shopping more comfortable and efficient. Quality Function Deployment (QFD) is an effective tool to
develop customer needs and discover visual design quality elements from their perspectives. QFD methodology
prioritizes design elements based on their importance, thereby improving UI design quality. To improve usability,
mobile designers must focus on functionality, providing the right information, having clear page design, attractive
layout design, understandable navigation icons, and understandable terminologies, among other design factors.
Implementing QFD methodology can help designers identify and address the most important UI design elements that
will improve mobile shopping customer satisfaction.
4. Designing a Customer Relationship Management System in Online Business
https://core.ac.uk/download/pdf/322551472.pdf
5. An assessment of customers’ e-service quality perception,
satisfaction and intention
https://doi.org/10.1016/j.ijinfomgt.2010.03.005