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Study Toward The Understanding Of Behavioral Intention To Use A Customer Relationship Management (Crm) Systems

Author

Listed:
  • Awni Rawashdeh

    (Assistant Professor, Department of Accounting Princess Noura University (PNU), Al- Riyadh, Saudi Arabia)

Abstract

Over the past few years, firms around the world have implemented customer relationship management (CRM) systems to have a “end-to-end” integrated systems. While Millions of dollars are being spent on software, hardware and CRM personnel. In spite of investment in “CRM”, uses are still not paying attention. This research is based on data from 208 potential users, examines various factors affecting users behavioral intention to use the CRM system. The results indicate that subjective norms, perceived usefulness and compatibility are determinants of behavioral intention to use the system. In addition, perceived usefulness affects attitude towards use, and both perceived ease of use and compatibility affect perceived usefulness. Implications of these findings are discussed and further research opportunities described.

Suggested Citation

  • Awni Rawashdeh, 2013. "Study Toward The Understanding Of Behavioral Intention To Use A Customer Relationship Management (Crm) Systems," Far East Journal of Psychology and Business, Far East Research Centre, vol. 12(1), pages 1-11, September.
    • Handle: RePEc:fej:articl:v:12c:y:2013:i:1:p:1-11
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    References listed on IDEAS

    as
    1. Michael Rodriguez & Stefanie L. Boyer, 2010. "Efficient utilisation of customer relationship management (CRM) technology: a self-directed learning approach," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 4(1/2), pages 3-14.
    2. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    3. Joseph Vella & Albert Caruana, 2012. "Encouraging CRM systems usage: a study among bank managers," Management Research Review, Emerald Group Publishing Limited, vol. 35(2), pages 121-133, January.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Beliefs; Desirability; Feasibility; Entrepreneurial Intention; Public Civil Servant.;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

    Statistics

    Access and download statistics

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