The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs

Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities...

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Main Authors: Nasruddin, Nurul Hafizah, Abdul Khalid, Fararishah
Format: Article
Language:English
Published: Medwell Journals 2017
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Online Access:http://eprints.utem.edu.my/id/eprint/19309/1/CONCEPTUAL%20PAPER2017_HAFIZA.doc
http://eprints.utem.edu.my/id/eprint/19309/
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Institution: Universiti Teknikal Malaysia Melaka
Language: English
id my.utem.eprints.19309
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spelling my.utem.eprints.193092021-08-03T16:22:53Z http://eprints.utem.edu.my/id/eprint/19309/ The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs Nasruddin, Nurul Hafizah Abdul Khalid, Fararishah H Social Sciences (General) Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, brand management and for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm in the world of Customer Relationship Management. The purpose of this paper is to examine the factors influencing the adoption of electronic Customer Relationship Management (eCRM) applications in Malaysian SMEs. The research contains 8 influencing factors covering four contexts: individual, technological, organizational, and environmental. Medwell Journals 2017 Article PeerReviewed text en http://eprints.utem.edu.my/id/eprint/19309/1/CONCEPTUAL%20PAPER2017_HAFIZA.doc Nasruddin, Nurul Hafizah and Abdul Khalid, Fararishah (2017) The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs. The Social Sciences. pp. 22-28. ISSN 1818-5800 (In Press)
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
topic H Social Sciences (General)
spellingShingle H Social Sciences (General)
Nasruddin, Nurul Hafizah
Abdul Khalid, Fararishah
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
description Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, brand management and for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm in the world of Customer Relationship Management. The purpose of this paper is to examine the factors influencing the adoption of electronic Customer Relationship Management (eCRM) applications in Malaysian SMEs. The research contains 8 influencing factors covering four contexts: individual, technological, organizational, and environmental.
format Article
author Nasruddin, Nurul Hafizah
Abdul Khalid, Fararishah
author_facet Nasruddin, Nurul Hafizah
Abdul Khalid, Fararishah
author_sort Nasruddin, Nurul Hafizah
title The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
title_short The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
title_full The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
title_fullStr The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
title_full_unstemmed The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
title_sort influence of internal and external forces in adoption of electronic customer relationship management (ecrm) in malaysian smes
publisher Medwell Journals
publishDate 2017
url http://eprints.utem.edu.my/id/eprint/19309/1/CONCEPTUAL%20PAPER2017_HAFIZA.doc
http://eprints.utem.edu.my/id/eprint/19309/
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