The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs

Information Technology (IT) plays a significant role in today’s business competition. A prominent role that is, it helps firms to manage relationships with customers effectively. Today’s online consumers have more complex needs and much higher expectations than ever before. Online business communiti...

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Main Author:	Md Nasaruddin, Nurul Hafizah
Format:	Thesis
Language:	English English
Published:	2019
Subjects:	H Social Sciences (General) HF Commerce
Online Access:	http://eprints.utem.edu.my/id/eprint/24653/1/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf http://eprints.utem.edu.my/id/eprint/24653/2/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf
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id	my-utem-ep.24653
record_format	uketd_dc
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
advisor	Abdul Khalid, Fararishah
topic	H Social Sciences (General) HF Commerce
spellingShingle	H Social Sciences (General) HF Commerce Md Nasaruddin, Nurul Hafizah The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
description	Information Technology (IT) plays a significant role in today’s business competition. A prominent role that is, it helps firms to manage relationships with customers effectively. Today’s online consumers have more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, and brand management, also for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into Electronic Customer Relationship Management (e-CRM) and has become the latest paradigm in the world of Customer Relationship Management. In Malaysia, the used of eCRM in business are still scarce even though government has concerted the effort to promote technology adoption among Malaysian Small and Medium Enterprises (SMEs). The lack of understanding of what factors and how many factors influenced the adoption of e-CRM by Melaka and Johor SMEs makes it difficult for government to enourage Malaysian SMEs to use e-CRM applications and to participate in the e-marketplace. Thus, the question that have been proposed are to determine the internal and external forces associated with the adoption of e-CRM, to what extent do the factors influence the adoption and how can e-CRM practices enhanced the perfomance of SMEs. A survey was conducted using a self-administered questionnaire and the data were collected from SMEs in Melaka and Johor. The findings revealed that managers’ attitude and innovativeness played a vital role in understanding the adoption of e-CRM applications in Malaysian SMEs. In conclusion, the results showed that seven of the factors influence the adoption of e-CRM applications while one factor found not influence the adoption. Besides that, customers and suppliers are in need of information by easy internet access through various devices and platforms such as mobile devices, laptops and desktop personal computers.Thus, the uses of e-CRM improved and increased communication between organization and customers, making it an important tool for all SMEs. For the future recommendation, government need to encouraged SMEs to implement e-CRM in their business to be able to penetrate in the international market periodically and consistently.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Md Nasaruddin, Nurul Hafizah
author_facet	Md Nasaruddin, Nurul Hafizah
author_sort	Md Nasaruddin, Nurul Hafizah
title	The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
title_short	The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
title_full	The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
title_fullStr	The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
title_full_unstemmed	The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs
title_sort	influence of internal and external forces in adoption of e-crm in melaka and johor smes
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Technology Management and Technopreneurship
publishDate	2019
url	http://eprints.utem.edu.my/id/eprint/24653/1/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf http://eprints.utem.edu.my/id/eprint/24653/2/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf
_version_	1747834080055001088
spelling	my-utem-ep.246532021-10-05T12:00:51Z The Influence Of Internal And External Forces In Adoption Of e-CRM In Melaka And Johor SMEs 2019 Md Nasaruddin, Nurul Hafizah H Social Sciences (General) HF Commerce Information Technology (IT) plays a significant role in today’s business competition. A prominent role that is, it helps firms to manage relationships with customers effectively. Today’s online consumers have more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, and brand management, also for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into Electronic Customer Relationship Management (e-CRM) and has become the latest paradigm in the world of Customer Relationship Management. In Malaysia, the used of eCRM in business are still scarce even though government has concerted the effort to promote technology adoption among Malaysian Small and Medium Enterprises (SMEs). The lack of understanding of what factors and how many factors influenced the adoption of e-CRM by Melaka and Johor SMEs makes it difficult for government to enourage Malaysian SMEs to use e-CRM applications and to participate in the e-marketplace. Thus, the question that have been proposed are to determine the internal and external forces associated with the adoption of e-CRM, to what extent do the factors influence the adoption and how can e-CRM practices enhanced the perfomance of SMEs. A survey was conducted using a self-administered questionnaire and the data were collected from SMEs in Melaka and Johor. The findings revealed that managers’ attitude and innovativeness played a vital role in understanding the adoption of e-CRM applications in Malaysian SMEs. In conclusion, the results showed that seven of the factors influence the adoption of e-CRM applications while one factor found not influence the adoption. Besides that, customers and suppliers are in need of information by easy internet access through various devices and platforms such as mobile devices, laptops and desktop personal computers.Thus, the uses of e-CRM improved and increased communication between organization and customers, making it an important tool for all SMEs. For the future recommendation, government need to encouraged SMEs to implement e-CRM in their business to be able to penetrate in the international market periodically and consistently. 2019 Thesis http://eprints.utem.edu.my/id/eprint/24653/ http://eprints.utem.edu.my/id/eprint/24653/1/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf text en public http://eprints.utem.edu.my/id/eprint/24653/2/The%20Influence%20Of%20Internal%20And%20External%20Forces%20In%20Adoption%20Of%20E-CRM%20In%20Melaka%20And%20Johor%20Smes.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=117029 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Technology Management and Technopreneurship Abdul Khalid, Fararishah 1. Aaker, D. A., Kumar, V., and Day, G. S., 2004. Marketing research (8th ed.). New Jersey: John Wiley & Sons. 2. Aaker, D.A., Kumar, V., Day., G.S., and Leone, R.P., 2010. 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