A Model of Electronic Customer Relationship Management System Adoption In Telecommunication Companies

Abstract

Employee satisfaction is key to electronic–customer relationship management (E-CRM) systems in telecommunication companies. The purpose of this study is to investigate the direct and indirect effect of technological factors, individual factors, and organizational factors on employees' level of satisfaction. For this study, data was collected from 300 employees' workings in Malaysian telecommunication companies; and the data was analyzed using PLS-SEM. The findings revealed that technological, organizational, and individual factors are positively and significantly related to satisfaction and perceived usefulness. The results also supported the direct and positive relationship between perceived usefulness between employees' job satisfaction. The study has contributed to the body of literature by exploring the implications of various significant factors in terms of employee satisfaction. Besides, the management of the telecommunication companies may benefit from this study by adopting strategies that not only employee satisfaction but may also enhance the companies' performance. The limitations and the direction for future research are discussed in the end.

Analysis of Perceived Usefulness and Perceived Ease of Use in Relation to Employee Performance

“…The cognitive effort the system needs in navigating the network usability is the ease of usage (Al-Mamary et al, 2015; Grabarics et al, 2017;Howes et al, 2017;Kilsby et al, 2017). (Anaam et al, 2020;Anaam, Magableh, et al, 2021) indicated that to examine the consequences of an individual's personal impact on technology acceptance and improvement, is to confirm the significant favorable impacts of E-CRM on ease of use as a form of personal impact in technology acceptance (Olayah, Anaam, Yahya, et al, 2022). A significant difference among perceived utility and user satisfaction of use highlighted is fundamental to the relationship between perceived job satisfaction and performances.…”

Applied Fuzzy and Analytic Hierarchy Process in Hybrid Recommendation Approaches for E-CRM

“…The findings show that Fuzzy systems with decision trees at each node and correlations approaches outperformed Algorithmic segmentation and vector similarities techniques through a range of scenarios. Bayesian methods [29] Combining numerous components evaluations can enhance the recommendations. Collective intelligence [30] Recommending a method for recommending items to a prospective user.…”

“…Though there were several guidelines on the adoption method of E-CRM, the unsuccessful ranks for E-CRM continue perniciously in height. Several types of research have shown that 60% of E-CRM efforts are observed as unproductive adoption in developed countries, while only 40% are observed as achievements [29], [30]. There has been no study on the recommendation system with E-CRM employing both the perceptual cycle model to evaluate differences in satisfaction with service quality.…”

The Relationship between Psychological Contract Breach and Psychological Contract Violation: The interactive effects of Tenure

“…What one employee might consider a PCB may not be a breach for another employee. Individual differences can affect how strongly employees respond to breaches (Robinson & Morrison, 2000;Zhao et al, 2007;Anaam et al, 2020;. Therefore, the effects of individual variables must be examined.…”