IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0243355.html
   My bibliography  Save this article

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

Author

Listed:
  • Omar Hasan Salah
  • Zawiyah Mohammad Yusof
  • Hazura Mohamed

Abstract

CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

Suggested Citation

  • Omar Hasan Salah & Zawiyah Mohammad Yusof & Hazura Mohamed, 2021. "The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size," PLOS ONE, Public Library of Science, vol. 16(3), pages 1-25, March.
    • Handle: RePEc:plo:pone00:0243355
    DOI: 10.1371/journal.pone.0243355
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0243355
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0243355&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0243355?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ji Luo & Sayed Fayaz Ahmad & Asma Alyaemeni & Yuhan Ou & Muhammad Irshad & Randah Alyafi-Alzahri & Ghadeer Alsanie & Syeda Taj Unnisa, 2024. "Role of perceived ease of use, usefulness, and financial strength on the adoption of health information systems: the moderating role of hospital size," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pone00:0243355. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.