Forthcoming articles


International Journal of Electronic Customer Relationship Management


These articles have been peer-reviewed and accepted for publication in IJECRM, but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.


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International Journal of Electronic Customer Relationship Management (2 papers in press)


Regular Issues


  • An Empirical Study of factors affecting Customer Loyalty in e-business: A Predictive Study in selected States of India   Order a copy of this article
    by Swapnil Mackasare, Sanjit Roy Chowdhury 
    Abstract: Abstract: The e-commerce business is the latest trend in connecting with the customer in a hyper-competitive world where things change rapidly. Online transactions have brought a new dimension to the buying and selling of goods and services. However the impact of internet in India is constrained by many obstacles and gaps like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness and truncated digital literacy, narrow range of applications and services. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by the use of a survey approach. Use of social media contacts like LinkedIn and Facebook along with existing contacts of known acquaintances, helped immensely to achieve the intended purpose. Data analysis was done by using SPSS with tools like factor analysis, cluster analysis and discriminant analysis. Results of the study indicate that there is great potential for e-commerce in future provided that the internet users are well aware of the benefits of digital transactions, are digitally literate and have the necessary knowhow of utilizing the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in near future.
    Keywords: Keywords – online shopping; consumer behavior; online shopping factors; e-commerce transactions; e-loyalty; e-satisfaction; web based purchasing; consumer loyalty in e-commerce.

  • A multi-objective optimization model for Assignment of service to bank customers by using data mining and simulation   Order a copy of this article
    by Seyed Mohammad Ali Khatami Firouzabadi, Mohammad Taghi Taghavifard, Seyed Khalil Sajjadi, Jahanyar Bamdad Soufi 
    Abstract: Recognizing the customers behavioral patterns, clustering and providing services to them were assumed as one of the most important issues of banks. In this research, five specifications of customers included last referral time, number of transaction, deposit amount, loan amount and balance of loans deferred values during one year was extracted from bank database and customers were clustered by k-means algorithm. Then, a multi-objective model of allocation of bank services to each one of clusters was designed. The purpose of designed model was increasing the customers satisfactions, cost reduction and risk reduction of services allocation. As this problem showed no optimum solution and each one of specifications of customers has a probability distribution function, the simulation was used for solving. To determine the solution close to the optimum value, annealing algorithm was used for making neighbor solutions and implementation model was implemented. The results showed significant improvement comparing to current status. In this study, Weka and R software was used for data mining, and Arena software for optimization and simulation.
    Keywords: clustering; Multi-objective; assignment model; optimization via simulation; Bank Customers.