Sales · Purposive survey; AMOS structural equation modeling
Evaluating Electronic Customer Relationship Management System Success Factors in Jordanian Firms
Sustainability · 2022
Summary
Technological readiness, COVID-related pressure, customer pressure and satisfaction positively affected e-CRM success; satisfaction mediated some effects.
For your marketing
Possible founder application
Treat readiness, service quality, trust and satisfaction as implementation metrics.
Reported result
What the study found
Technological readiness, COVID-related pressure, customer pressure and satisfaction positively affected e-CRM success; satisfaction mediated some effects.
Research question
What the authors investigated
Which factors explain e-CRM system success?
Design
Purposive survey; AMOS structural equation modeling
Sample and setting
390 employees involved in CRM technology activities in Jordanian firms.
Scope and transfer
Limitations to keep in view
Single-country purposive employee sample and self-report design constrain generalization.
Research sources
Methods/results in the publisher full text