Investigating the Impact of Cloud Infrastructure Capabilities on the Quality of Electronic Services, Customer Relation Management Capability and Electronic Business Performance

The purpose of the present study was to investigate the effect of cloud infrastructure capabilities on the quality of electronic services (e-service), customer relationship management capability and electronic business (e-business) performance. In respect to method, the research was a descriptive survey. 325 directors, deputies and supervisors of the Pasargad Bank participated in the research. A questionnaire was used to collect data. Structural equation modeling along with SMARTPLS software was used to analyze the data. The results showed that the impact of cloud infrastructure flexibility on the quality of electronic services, the ability to manage customer relations and the performance of electronic business is positive and significant. The impact of cloud infrastructure integration on the quality of electronic services, the ability to manage customer relations and the performance of e-business is positive and significant. The impact of e-service quality and Customers relation management capability on e-business performance is positive and significant

کلیدواژه ها:

Cloud infrastructure capabilities ، E-Service quality ، Customers relation management capability ، Business performance