The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman

A lot of benefits could be gained when implementing customer relationship management such as increased customer satisfaction, customer loyalty and often organizational benefits. Customer relationship management (CRM) refers to a system which manages the interactions of organizations with future cus...

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Main Author:	Al Arafati, Ahmed Said
Format:	Thesis
Language:	eng eng eng
Published:	2020
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/8602/1/s901332_01.pdf https://etd.uum.edu.my/8602/2/s901332_02.pdf https://etd.uum.edu.my/8602/3/s901332_references.docx
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id	my-uum-etd.8602
record_format	uketd_dc
spelling	my-uum-etd.86022023-10-18T00:51:07Z The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman 2020 Al Arafati, Ahmed Said Abdul Kadir, Kadzrina Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. A lot of benefits could be gained when implementing customer relationship management such as increased customer satisfaction, customer loyalty and often organizational benefits. Customer relationship management (CRM) refers to a system which manages the interactions of organizations with future customers as well as existing customers. The main purpose of this thesis was to develop an understanding of the effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman. The data collection measurement of this study is a survey questionnaire which is distributed to the employees who is working in organizations which implemented CRM system in the public sector. A total of 562 questionnaires were distributed to the respondents, 407 were returned and 356 cases were used for the analysis. The data collected is tested and analyzed by using the SPSS and Partial Least Squares (PLS). The study has presented empirical evidence for the influence and effect of variables on the implementation of CRM system in the public sector such as the significant effect of top management support, customer centered orientation, change management, end user training and data quality towards the Customer Satisfaction through the both mediators Output Quality and Perceived Quality. This research provides a framework for studying the factors that affect CRM implementation through three previous theories and models (Expectation Disconfirmation Theory; An Integrated Model of CRM Implementation and a Model of Critical Success Factors for Public Sector CRM Implementation). Besides that, this research is one of very few CRM system implementation studies in the Middle East region. Also, there is a lack of research regarding the implementation of CRM in the Public Sector in Oman. Furthermore, the findings are also important for the Omani government if it seriously desires Oman to improve customer satisfaction with government services. 2020 Thesis https://etd.uum.edu.my/8602/ https://etd.uum.edu.my/8602/1/s901332_01.pdf text eng public https://etd.uum.edu.my/8602/2/s901332_02.pdf text eng public https://etd.uum.edu.my/8602/3/s901332_references.docx text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Abdul Kadir, Kadzrina
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Al Arafati, Ahmed Said The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
description	A lot of benefits could be gained when implementing customer relationship management such as increased customer satisfaction, customer loyalty and often organizational benefits. Customer relationship management (CRM) refers to a system which manages the interactions of organizations with future customers as well as existing customers. The main purpose of this thesis was to develop an understanding of the effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman. The data collection measurement of this study is a survey questionnaire which is distributed to the employees who is working in organizations which implemented CRM system in the public sector. A total of 562 questionnaires were distributed to the respondents, 407 were returned and 356 cases were used for the analysis. The data collected is tested and analyzed by using the SPSS and Partial Least Squares (PLS). The study has presented empirical evidence for the influence and effect of variables on the implementation of CRM system in the public sector such as the significant effect of top management support, customer centered orientation, change management, end user training and data quality towards the Customer Satisfaction through the both mediators Output Quality and Perceived Quality. This research provides a framework for studying the factors that affect CRM implementation through three previous theories and models (Expectation Disconfirmation Theory; An Integrated Model of CRM Implementation and a Model of Critical Success Factors for Public Sector CRM Implementation). Besides that, this research is one of very few CRM system implementation studies in the Middle East region. Also, there is a lack of research regarding the implementation of CRM in the Public Sector in Oman. Furthermore, the findings are also important for the Omani government if it seriously desires Oman to improve customer satisfaction with government services.
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Al Arafati, Ahmed Said
author_facet	Al Arafati, Ahmed Said
author_sort	Al Arafati, Ahmed Said
title	The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
title_short	The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
title_full	The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
title_fullStr	The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
title_full_unstemmed	The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman
title_sort	effect of a contextual, organizational, individual and system factors on customer satisfaction of crm implementation in public sector in oman
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2020
url	https://etd.uum.edu.my/8602/1/s901332_01.pdf https://etd.uum.edu.my/8602/2/s901332_02.pdf https://etd.uum.edu.my/8602/3/s901332_references.docx
_version_	1783729377666662400

The effect of a contextual, organizational, individual and system factors on customer satisfaction of CRM implementation in public sector in Oman

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