Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh

Customer relationship management (CRM) system becomes more important to the organizations due to the global competition in business world. Every organization needs to ensure the loyalty of their customers by providing the best services to them. CRM system is one of the platforms that is widely used...

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Main Author:	Mohd Salleh, Mazni
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/64482/1/64482.pdf
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id	my-uitm-ir.64482
record_format	uketd_dc
spelling	my-uitm-ir.644822023-04-20T02:51:16Z Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh 2014 Mohd Salleh, Mazni Consumer satisfaction Customer services. Customer relations Customer relationship management (CRM) system becomes more important to the organizations due to the global competition in business world. Every organization needs to ensure the loyalty of their customers by providing the best services to them. CRM system is one of the platforms that is widely used by the organizations in order to keep their customers information in an effective way. In Tractors Malaysia Sdn Bhd, one of the heavy equipment dealers in Malaysia, they have been using CRM system since the past six years with the objective of to ease the process of managing customer information. The implementation of the system should be useful to the users and organization itself besides providing valuable data for management to well operate the organization. However, since the implementation of the CRM system, it was never been measured its usability of the system. Basically user satisfaction is an important element that needs to be measured because it will contribute a measurement on overall user experience such as the elements in design, navigation and ease of use. Hence, this research is attempts to study the CRM system by analyzing the usability problems and issues related to the system. Understanding the issues on the CRM system is important because it will lead to future improvements of the system. Three methodologies have been used to fulfill the needs of the study which are interview, questionnaire and user testing where End-User Computing Satisfaction (EUCS) and Website User Satisfaction (WUS) instruments have been included in the questionnaire. The result of this usability evaluation is significant to the organization for future improvement as it shows the effort in providing a system with high quality. Besides that, it would be good to measure the effectiveness element of the system in future where it will strengthen the usability of CRM system. 2014 Thesis https://ir.uitm.edu.my/id/eprint/64482/ https://ir.uitm.edu.my/id/eprint/64482/1/64482.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Sciences Mior Ibrahim, Emma Nuraihan
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mior Ibrahim, Emma Nuraihan
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Mohd Salleh, Mazni Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
description	Customer relationship management (CRM) system becomes more important to the organizations due to the global competition in business world. Every organization needs to ensure the loyalty of their customers by providing the best services to them. CRM system is one of the platforms that is widely used by the organizations in order to keep their customers information in an effective way. In Tractors Malaysia Sdn Bhd, one of the heavy equipment dealers in Malaysia, they have been using CRM system since the past six years with the objective of to ease the process of managing customer information. The implementation of the system should be useful to the users and organization itself besides providing valuable data for management to well operate the organization. However, since the implementation of the CRM system, it was never been measured its usability of the system. Basically user satisfaction is an important element that needs to be measured because it will contribute a measurement on overall user experience such as the elements in design, navigation and ease of use. Hence, this research is attempts to study the CRM system by analyzing the usability problems and issues related to the system. Understanding the issues on the CRM system is important because it will lead to future improvements of the system. Three methodologies have been used to fulfill the needs of the study which are interview, questionnaire and user testing where End-User Computing Satisfaction (EUCS) and Website User Satisfaction (WUS) instruments have been included in the questionnaire. The result of this usability evaluation is significant to the organization for future improvement as it shows the effort in providing a system with high quality. Besides that, it would be good to measure the effectiveness element of the system in future where it will strengthen the usability of CRM system.
format	Thesis
qualification_level	Master's degree
author	Mohd Salleh, Mazni
author_facet	Mohd Salleh, Mazni
author_sort	Mohd Salleh, Mazni
title	Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
title_short	Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
title_full	Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
title_fullStr	Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
title_full_unstemmed	Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh
title_sort	usability evaluation on user satisfaction of crm system in tractors malaysia / mazni mohd salleh
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/64482/1/64482.pdf
_version_	1783735469921533952

Usability evaluation on user satisfaction of CRM system in tractors Malaysia / Mazni Mohd Salleh

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