A conceptual framework of crm adoption among palestinian smes

Research output: Contribution to journalArticle

Abstract

Customer relationship management (CRM) is the concept of using process, information, technology, and people to manage the organization’s interactions with customers. SMEs have to implement CRM practices into their business to achieve competitive advantage over its rivals. The adoption rate of CRM among SMEs in developing countries is low due to the absence of some important factors to guide the adoption of CRM. A pilot study was undertaken to investigates the effect of technological, organizational, and environmental factors on CRM adoption in developing countries, specifically in Palestinian SMEs. This study uses a quantitative approach by employing questionnaire to collect data from 35 randomly sampled participants from different managerial levels who were requested to answer questionnaire items online. Out of the 35 questionnaires distributed, 33 were returned and three questionnaires were rejected. The results show that compatibility, IT infrastructure, complexity, relative advantage, security, top Management Support, information policies, employee engagement financial resources, customer pressure and competitive pressure are capable of acting as a predictor for CRM adoption among Palestinian SMEs.

Original languageEnglish
Pages (from-to)2254-2267
Number of pages14
JournalJournal of Theoretical and Applied Information Technology
Volume97
Issue number8
Publication statusPublished - 30 Apr 2018

Fingerprint

Customer Relationship Management
Small and Medium-sized Enterprises
Questionnaire
Developing Countries
Developing countries
Customers
Environmental Factors
Information Technology
Compatibility
Framework
Predictors
Infrastructure
Information technology
Personnel
Resources
Interaction

Keywords

  • Customer relationship management system
  • Diffusion of innovation (DOI)
  • Palestine; small and medium enterprise
  • Resource-based view (RBV)
  • Technology-organization-environment (TOE)

ASJC Scopus subject areas

  • Theoretical Computer Science
  • Computer Science(all)

Cite this

A conceptual framework of crm adoption among palestinian smes. / Salah, Omar Hasan; Mohammad Yusof, Zawiyah; Mohamed, Hazura.

In: Journal of Theoretical and Applied Information Technology, Vol. 97, No. 8, 30.04.2018, p. 2254-2267.

Research output: Contribution to journalArticle

@article{abd09a77208e417fb3b30093d4212ea4,
title = "A conceptual framework of crm adoption among palestinian smes",
abstract = "Customer relationship management (CRM) is the concept of using process, information, technology, and people to manage the organization’s interactions with customers. SMEs have to implement CRM practices into their business to achieve competitive advantage over its rivals. The adoption rate of CRM among SMEs in developing countries is low due to the absence of some important factors to guide the adoption of CRM. A pilot study was undertaken to investigates the effect of technological, organizational, and environmental factors on CRM adoption in developing countries, specifically in Palestinian SMEs. This study uses a quantitative approach by employing questionnaire to collect data from 35 randomly sampled participants from different managerial levels who were requested to answer questionnaire items online. Out of the 35 questionnaires distributed, 33 were returned and three questionnaires were rejected. The results show that compatibility, IT infrastructure, complexity, relative advantage, security, top Management Support, information policies, employee engagement financial resources, customer pressure and competitive pressure are capable of acting as a predictor for CRM adoption among Palestinian SMEs.",
keywords = "Customer relationship management system, Diffusion of innovation (DOI), Palestine; small and medium enterprise, Resource-based view (RBV), Technology-organization-environment (TOE)",
author = "Salah, {Omar Hasan} and {Mohammad Yusof}, Zawiyah and Hazura Mohamed",
year = "2018",
month = "4",
day = "30",
language = "English",
volume = "97",
pages = "2254--2267",
journal = "Journal of Theoretical and Applied Information Technology",
issn = "1992-8645",
publisher = "Asian Research Publishing Network (ARPN)",
number = "8",

}

TY - JOUR

T1 - A conceptual framework of crm adoption among palestinian smes

AU - Salah, Omar Hasan

AU - Mohammad Yusof, Zawiyah

AU - Mohamed, Hazura

PY - 2018/4/30

Y1 - 2018/4/30

N2 - Customer relationship management (CRM) is the concept of using process, information, technology, and people to manage the organization’s interactions with customers. SMEs have to implement CRM practices into their business to achieve competitive advantage over its rivals. The adoption rate of CRM among SMEs in developing countries is low due to the absence of some important factors to guide the adoption of CRM. A pilot study was undertaken to investigates the effect of technological, organizational, and environmental factors on CRM adoption in developing countries, specifically in Palestinian SMEs. This study uses a quantitative approach by employing questionnaire to collect data from 35 randomly sampled participants from different managerial levels who were requested to answer questionnaire items online. Out of the 35 questionnaires distributed, 33 were returned and three questionnaires were rejected. The results show that compatibility, IT infrastructure, complexity, relative advantage, security, top Management Support, information policies, employee engagement financial resources, customer pressure and competitive pressure are capable of acting as a predictor for CRM adoption among Palestinian SMEs.

AB - Customer relationship management (CRM) is the concept of using process, information, technology, and people to manage the organization’s interactions with customers. SMEs have to implement CRM practices into their business to achieve competitive advantage over its rivals. The adoption rate of CRM among SMEs in developing countries is low due to the absence of some important factors to guide the adoption of CRM. A pilot study was undertaken to investigates the effect of technological, organizational, and environmental factors on CRM adoption in developing countries, specifically in Palestinian SMEs. This study uses a quantitative approach by employing questionnaire to collect data from 35 randomly sampled participants from different managerial levels who were requested to answer questionnaire items online. Out of the 35 questionnaires distributed, 33 were returned and three questionnaires were rejected. The results show that compatibility, IT infrastructure, complexity, relative advantage, security, top Management Support, information policies, employee engagement financial resources, customer pressure and competitive pressure are capable of acting as a predictor for CRM adoption among Palestinian SMEs.

KW - Customer relationship management system

KW - Diffusion of innovation (DOI)

KW - Palestine; small and medium enterprise

KW - Resource-based view (RBV)

KW - Technology-organization-environment (TOE)

UR - http://www.scopus.com/inward/record.url?scp=85065773944&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85065773944&partnerID=8YFLogxK

M3 - Article

VL - 97

SP - 2254

EP - 2267

JO - Journal of Theoretical and Applied Information Technology

JF - Journal of Theoretical and Applied Information Technology

SN - 1992-8645

IS - 8

ER -