International Journal of Science , Engineering and Management (IJSEM)

Monthly Journal for Science , Engineering and Management

Volume3,April 2018,

Topic : Customer Relationship Management Strategies in Shopping Malls- A Study

Authors: V.Vidya || Dr.M.Jeyakumari

Abstract:Internet technologies have provided many competitive advantages such as speedy, selectivity, individuality and interactivity. The Internet enables customers to search products and services meeting their needs with less time than before. The digital market place where buyers make orders on Internet and internet has appeared to become a prevalent sales channel. After dot-com bubble burst in 2002, an uncountable number of small-sized shopping malls have been thriving due to many good characteristics of online marketplace, including significantly reduced search costs and menu cost for products or services and easily accessing products or services in the world. While some malls thrive to flourish, many of them even vanished. These days, the revenue curve changes from steep to gentle slope because the owners of the shopping mall are unaware of developing CRM strategies that fit to them. Therefore, our study aims to deal with couple of research objectives; to understand the CRM strategies that could increase revenue of malls. Secondly, to identify the factors influence shoppers to continue shopping at shopping mall. Convenient sampling method is employed to collect data in the shopping malls in Southern districts of Tamilnadu. Primary data have been collected in the shopping malls from 260 respondents. The above stated research objectives are to be analysed.

Keywords: customer relationship, shopping malls, CRM strategies

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DOI: 01.1617/vol5/iss4/pid34608


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Editor-in-Chief

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Dr.Muhammad Ishtiaq,
Mirpur University of
Science & Technology,
Mirpur, Azad Kasmir.

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IMPACT FACTOR: 2.7

ISSN(Online): 2456-1304

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Thomson Reuters ID : q-6288-2016.
ORCiD Research ID : 0000-0001-9540-6799

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ACCEPTANCE RATIO: 25%
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Journal Code : IJSEM
Electronic ISSN : 2456-1304
Impact Factor : 2.7
Frequency : Monthly
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