A CRM adoption model for Malaysian telecommunication and financial companies

In recent years, the use of technology has grown increasingly to improve and assist organizations in managing their function and process. Being one of the most famous business management applications, Customer Relationship Management (CRM) plays an important role in creating beneficial and long-term...

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Main Author:	Chavoshi, Maryam
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HF Commerce
Online Access:	http://eprints.utm.my/id/eprint/33115/5/MaryamChavoshiMFSKSM2013.pdf
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id	my-utm-ep.33115
record_format	uketd_dc
spelling	my-utm-ep.331152017-09-11T01:44:14Z A CRM adoption model for Malaysian telecommunication and financial companies 2013-01 Chavoshi, Maryam HF Commerce In recent years, the use of technology has grown increasingly to improve and assist organizations in managing their function and process. Being one of the most famous business management applications, Customer Relationship Management (CRM) plays an important role in creating beneficial and long-term relationships among customers and stockholders. A good technology is beneficial to a company, only if it has been adopted correctly. In case of CRM, it is important to understand the potential customers beside the process and factors influencing their decision for adopting CRM. This research examines and focuses on the adoption of CRM which has a significant contribution in the marketing domain. One of the most important issues for marketers is to find factors affecting the intention of organizations for the CRM adoption. Environmental factors, organizational factors, and technology characteristics are considered as three main factors affecting the intention of companies to adopt CRM system at organizational level. These factors are examined in the form of a single level model which only includes the organizational level. Multiple regression method is used for calculation and analysis of correlations between the three main factors of the research model considered as independent variable and intention of organizations for the CRM adoption considered as dependent variable. The influence of each factor is discussed with further research opportunities highlighted. 2013-01 Thesis http://eprints.utm.my/id/eprint/33115/ http://eprints.utm.my/id/eprint/33115/5/MaryamChavoshiMFSKSM2013.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HF Commerce
spellingShingle	HF Commerce Chavoshi, Maryam A CRM adoption model for Malaysian telecommunication and financial companies
description	In recent years, the use of technology has grown increasingly to improve and assist organizations in managing their function and process. Being one of the most famous business management applications, Customer Relationship Management (CRM) plays an important role in creating beneficial and long-term relationships among customers and stockholders. A good technology is beneficial to a company, only if it has been adopted correctly. In case of CRM, it is important to understand the potential customers beside the process and factors influencing their decision for adopting CRM. This research examines and focuses on the adoption of CRM which has a significant contribution in the marketing domain. One of the most important issues for marketers is to find factors affecting the intention of organizations for the CRM adoption. Environmental factors, organizational factors, and technology characteristics are considered as three main factors affecting the intention of companies to adopt CRM system at organizational level. These factors are examined in the form of a single level model which only includes the organizational level. Multiple regression method is used for calculation and analysis of correlations between the three main factors of the research model considered as independent variable and intention of organizations for the CRM adoption considered as dependent variable. The influence of each factor is discussed with further research opportunities highlighted.
format	Thesis
qualification_level	Master's degree
author	Chavoshi, Maryam
author_facet	Chavoshi, Maryam
author_sort	Chavoshi, Maryam
title	A CRM adoption model for Malaysian telecommunication and financial companies
title_short	A CRM adoption model for Malaysian telecommunication and financial companies
title_full	A CRM adoption model for Malaysian telecommunication and financial companies
title_fullStr	A CRM adoption model for Malaysian telecommunication and financial companies
title_full_unstemmed	A CRM adoption model for Malaysian telecommunication and financial companies
title_sort	crm adoption model for malaysian telecommunication and financial companies
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2013
url	http://eprints.utm.my/id/eprint/33115/5/MaryamChavoshiMFSKSM2013.pdf
_version_	1747816083036831744

A CRM adoption model for Malaysian telecommunication and financial companies

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