IDEAS home Printed from https://ideas.repec.org/a/scm/ecofrm/v3y2014i2p5.html
   My bibliography  Save this article

Study On The Factors Affecting Adoption Of Electronic Customer Relationship Management Information Systems In Ugandan Smes

Author

Listed:
  • Charles OLUPOT

    (Department of Business Computing, Makerere University Business School)

  • Geoffrey Mayoka KITUYI

    (Department of Business Computing, Makerere University Business School)

  • Jose NOGUERA

    (College of Business Southern University, Baton Rouge, LA 70813)

Abstract

The recent global recession has pushed businesses to search for means to efficiently and effectively manage their customers so as to remain competitive. This has led to the rise in the adoption and use of information technology in different business functions. These developments have yielded into the adoption of Electronic Customer Relationship Management (e-CM). However, as this technology sees more prominence the developed countries, many initiatives in developing countries have failed. This study was intended to examine the factors that affect the adoption of e-CRM in developing countries. A case study was conducted in Uganda, in which 150 Small and Medium-sized Enterprises (SMEs) where purposively selected from 30 districts to participate in the study. A self administered questionnaire was used to collect data, which were then coded and analyzed using descriptive statistics. Although the findings indicate that e-CRM was very beneficial in promoting SMEs’ new products, marketing existing product, keeping their customers updated and sharing information, most SMEs faced challenges in adopting to the technology. The main challenges were highlighted as lack of knowledge about the e-CRM, lack of ICT skills, poor infrastructure, lack of top management support and resistance to change. The study gives some valuable recommendations for better adoption of e-CRM in SMEs.

Suggested Citation

  • Charles OLUPOT & Geoffrey Mayoka KITUYI & Jose NOGUERA, 2014. "Study On The Factors Affecting Adoption Of Electronic Customer Relationship Management Information Systems In Ugandan Smes," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 3(2), pages 1-5, July.
    • Handle: RePEc:scm:ecofrm:v:3:y:2014:i:2:p:5
    as

    Download full text from publisher

    File URL: http://ecoforumjournal.ro/index.php/eco/article/download/64/64
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    2. Unknown, 2008. "Journal of International Agricultural Trade and Development, Volume 4, Number 1, Spring 2008," Journal of International Agricultural Trade and Development, Journal of International Agricultural Trade and Development, vol. 4(1).
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Shi, Yingying & Zeng, Yongchao & Engo, Jean & Han, Botang & Li, Yang & Muehleisen, Ralph T., 2020. "Leveraging inter-firm influence in the diffusion of energy efficiency technologies: An agent-based model," Applied Energy, Elsevier, vol. 263(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
    2. Jungsug Kim & Eunjeung Kim, 2022. "Relationship between Self-Esteem and Technological Readiness: Mediation Effect of Readiness for Change and Moderated Mediation Effect of Gender in South Korean Teachers," IJERPH, MDPI, vol. 19(14), pages 1-11, July.
    3. Jin P. Gerlach & Ronald T. Cenfetelli, 2022. "Overcoming the Single-IS Paradigm in Individual-Level IS Research," Information Systems Research, INFORMS, vol. 33(2), pages 476-488, June.
    4. Ofir Turel & Catherine E. Connelly, 2012. "Team Spirit: The Influence of Psychological Collectivism on the Usage of E-Collaboration Tools," Group Decision and Negotiation, Springer, vol. 21(5), pages 703-725, September.
    5. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    6. Patrick Krieger & Carsten Lausberg, 2021. "Entscheidungen, Entscheidungsfindung und Entscheidungsunterstützung in der Immobilienwirtschaft: Eine systematische Literaturübersicht [Decisions, decision-making and decisions support systems in r," Zeitschrift für Immobilienökonomie (German Journal of Real Estate Research), Springer;Gesellschaft für Immobilienwirtschaftliche Forschung e. V., vol. 7(1), pages 1-33, April.
    7. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    8. Roxana Ologeanu-Taddei & David Morquin & Claudio Vitari, 2016. "Perceptions of an Electronic Medical Record (EMR): lessons from a French longitudinal survey," Grenoble Ecole de Management (Post-Print) halshs-01923438, HAL.
    9. Yoon, Hyun Shik & Occeña, Luis G., 2015. "Influencing factors of trust in consumer-to-consumer electronic commerce with gender and age," International Journal of Information Management, Elsevier, vol. 35(3), pages 352-363.
    10. Gabriel JIPA, 2018. "Mobile Applications Buying Opinions Exploration using Topic Modeling," Expert Journal of Economics, Sprint Investify, vol. 6(2), pages 44-55.
    11. Arghya Ray & Muskan Jain & Lan Ma & Khalid Hussain Alhamzi & Ananya Ray & Long She, 2024. "The impact of personality traits, barriers and gamification on Gen X continuance intention for mobile credit bill payment apps," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1154-1174, September.
    12. Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    13. Ilham Hidayah Napitupulu, 2023. "Internal Control, Manager’s Competency, Management Accounting Information Systems and Good Corporate Governance: Evidence from Rural Banks in Indonesia," Global Business Review, International Management Institute, vol. 24(3), pages 563-585, June.
    14. Jeeyeon Jeong & Yaeri Kim & Taewoo Roh, 2021. "Do Consumers Care About Aesthetics and Compatibility? The Intention to Use Wearable Devices in Health Care," SAGE Open, , vol. 11(3), pages 21582440211, August.
    15. Ilham Hidayah Napitupulu, 2018. "Organizational Culture in Management Accounting Information System: Survey on State-owned Enterprises (SOEs) Indonesia," Global Business Review, International Management Institute, vol. 19(3), pages 556-571, June.
    16. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    17. Olivier Glassey, 2010. "eGovernment: Does IT save time?," Post-Print hal-00599187, HAL.
    18. Yan Zhang & Qiongjing Yang, 2021. "Assessing hotel decision-making of disabled guests: satisfaction correlation study between online comments’ credibility and perceived risk," Electronic Commerce Research, Springer, vol. 21(3), pages 767-786, September.
    19. Yang, Byunghwa & Kim, Youngchan & Yoo, Changjo, 2013. "The integrated mobile advertising model: The effects of technology- and emotion-based evaluations," Journal of Business Research, Elsevier, vol. 66(9), pages 1345-1352.
    20. Aleš Popovič & Ray Hackney & Rana Tassabehji & Mauro Castelli, 2018. "The impact of big data analytics on firms’ high value business performance," Information Systems Frontiers, Springer, vol. 20(2), pages 209-222, April.

    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:scm:ecofrm:v:3:y:2014:i:2:p:5. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Iulian Condratov (email available below). General contact details of provider: https://edirc.repec.org/data/feusvro.html .

    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.