Please use this identifier to cite or link to this item: http://hdl.handle.net/10071/28935
Author(s): Ferreira, M. S.
Antão, J.
Pereira, R.
Bianchi, I. S.
Tovma, N.
Shurenov, N.
Date: 2023
Title: Improving real estate CRM user experience and satisfaction: A user-centered design approach
Journal title: Journal of Open Innovation: Technology, Market, and Complexity
Volume: 9
Number: 2
Reference: Ferreira, M. S., Antão, J., Pereira, R., Bianchi, I. S., Tovma, N., Shurenov, N. (2023). Improving real estate CRM user experience and satisfaction: A user-centered design approach. Journal of Open Innovation: Technology, Market, and Complexity, 9(2), 100076. https://dx.doi.org/10.1016/j.joitmc.2023.100076
ISSN: 2199-8531
DOI (Digital Object Identifier): 10.1016/j.joitmc.2023.100076
Keywords: Information systems
Real estate
Electronic customer relation ship management
Desktop interface
User experience
User interface
Human-centred design
Abstract: Despite the growth in CRM installations, e-CRM projects still have a significant failure rate, even after substantial investments in CRM technology. High rates of failure mean that the current requirements for developing and designing CRM need to be analysed. It's not enough to just look at data related to a service's efficiency; it's also crucial to consider the impact on the user experience and their overall level of satisfaction. Given that CRM is a people-centric business strategy, it's pertinent to wonder how much progress may be made in a similarly people-centric field like Real Estate through the development and use of a user-centred design approach. This study aims to seamlessly integrate a mobile customer relationship management (m-CRM) system with an electronic customer relationship management (e-CRM) system to increase customer loyalty, satisfaction, and performance through a user-friendly interface. User research, preliminary interviews, five usability interviews, and satisfaction surveys confirmed the functionality implemented and for each iteration, an expert was used to evaluate it. For this artifact's creation and assessment, the DSR technique was used, with each interview serving as a data point for the model. It was determined that the Desktop interface solution may improve this CRM’s ease of use and user satisfaction, thereby benefiting the real estate industry through strengthened connections and more straightforward oversight of professionals' performances.
Peerreviewed: yes
Access type: Open Access
Appears in Collections:IT-RI - Artigos em revistas científicas internacionais com arbitragem científica

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