Customer Relationship Management  Online Community
Presentation Navigator Introduction Consumer Experience Model &  Results Implications & Conclusions
Consumer Centric…..
What is CRM? – An Introduction  strategy for managing a company’s interactions with customers, clients and sales prospects...
CUSTOMER  EXPERIENCE &  ONLINE COMMUNITY   IMPACT Introduction
Online Community Experience  Consumer Experience
Online Community Stages Consumer Experience
THE MODEL
Methodology Online Survey  Factor Analysis Regression Analysis  Model &  Results
The Model –  Online Community Experience  (OCE) <ul><li>Navigation </li></ul><ul><li>Clarity </li></ul><ul><li>Effortless ...
Hypothesise   =.95  PRODUCT  =.95  COMPANY  =.97  SERVICE QUALITY POSITIVE EXPERIENCE ON RELEVANCE Model &  Results
Results Pragmatic Hedonic Sociability Usability OCE AS AN ANTECEDENT OF CUSTOMERS’ PERCEPTIONS AND ATTITUDES H1 H2 H3 Mode...
Implications  CUSTOMER BEHAVIOR FACTORS SHAPES OCE CUSTOMER S’ PERCEPTION ONLINE/OFFLINE EXPERIENCE UNDERSTANDING SHAPING ...
Conclusion ONLINE COMMUNITY EXPERIENCE ATTITUDES PERCEPTIONS Implications & Conclusions
THANKS   FOR  YOUR   ATTENTION!
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Customer experience in online community

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Customer experience in online community

  1. 1. Customer Relationship Management Online Community
  2. 2. Presentation Navigator Introduction Consumer Experience Model & Results Implications & Conclusions
  3. 3. Consumer Centric…..
  4. 4. What is CRM? – An Introduction strategy for managing a company’s interactions with customers, clients and sales prospects Introduction
  5. 5. CUSTOMER EXPERIENCE & ONLINE COMMUNITY IMPACT Introduction
  6. 6. Online Community Experience Consumer Experience
  7. 7. Online Community Stages Consumer Experience
  8. 8. THE MODEL
  9. 9. Methodology Online Survey Factor Analysis Regression Analysis Model & Results
  10. 10. The Model – Online Community Experience (OCE) <ul><li>Navigation </li></ul><ul><li>Clarity </li></ul><ul><li>Effortless </li></ul><ul><li>Friendliness </li></ul><ul><li>Openness </li></ul><ul><li>Politeness </li></ul><ul><li>Excitement </li></ul><ul><li>Enjoyment </li></ul><ul><li>Fun </li></ul><ul><li>Information </li></ul><ul><li>Utility </li></ul><ul><li>Practical aspect </li></ul>Attitude towards Product Attitude towards Company Service Quality Pragmatic Experience Hedonic Experience Sociability Experience Usability Experience Model & Results
  11. 11. Hypothesise  =.95 PRODUCT  =.95 COMPANY  =.97 SERVICE QUALITY POSITIVE EXPERIENCE ON RELEVANCE Model & Results
  12. 12. Results Pragmatic Hedonic Sociability Usability OCE AS AN ANTECEDENT OF CUSTOMERS’ PERCEPTIONS AND ATTITUDES H1 H2 H3 Model & Results
  13. 13. Implications CUSTOMER BEHAVIOR FACTORS SHAPES OCE CUSTOMER S’ PERCEPTION ONLINE/OFFLINE EXPERIENCE UNDERSTANDING SHAPING EXAMINING IDENTIFYING Implications & Conclusions
  14. 14. Conclusion ONLINE COMMUNITY EXPERIENCE ATTITUDES PERCEPTIONS Implications & Conclusions
  15. 15. THANKS FOR YOUR ATTENTION!

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