This study examines how customer-centered management systems contribute to CRM through the use of digital services. The article presents empirical evidence from an online survey of 405 people using digital services living Kocaeli province in Turkey and modelling a system of structural equations using partial least squares. 405 people have been selected by a random sampling method to ensure objectivity and scientific neutrality. Among the 405 people, 350 were found to have filled out the questionnaire completely. The study also examined the relationship between the dimensions of service quality and customer satisfaction. The results confirm that most of the dimensions of digital service quality favour the development of customer satisfaction capabilities and both the relationship the independent variables and trust, Enthusiasm, and sensitivity dimensions and customer satisfaction are positive. High customer satisfaction with digital services can lead to superior firm performance; however, companies should also gain credibility for customers and should design their products according to customer preferences.

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数字时代服务质量对客户满意度的影响：基于客户满意度的数字化CRM检验

本研究探讨了以客户为中心的管理系统如何通过使用数字服务为 CRM 做出贡献。本文提供了来自土耳其科贾埃利省使用数字服务的 405 人的在线调查的经验证据，并使用偏最小二乘法对结构方程系统进行建模。405人通过随机抽样的方式被选中，保证了客观性和科学中立性。在 405 人中，有 350 人完整填写了问卷。该研究还考察了服务质量维度与客户满意度之间的关系。结果证实，数字服务质量的大多数维度有利于客户满意度能力的发展，以及自变量与信任、热情、敏感性维度和客户满意度为正。客户对数字服务的高满意度可以带来卓越的公司业绩；然而，公司也应该赢得客户的信任，并应该根据客户的喜好设计他们的产品。