The effect of inter-organizational factors influencing adoption of CRM systems(Case Study: Lighting Group Shabforuz)

Javad Javadzadeh Tabatabaei¹

1) Master of MBA, Ferdowsi University of Mashhad

IOI Code : XYCH-AECCZ
Publication : 3rd International conference on Management , Economics and Humanities(icmeh.org)
Abstract :
    Electronic customer relationship management system implementation has a positive impact on the quality of service based on customer characteristics as well as a positive impact on the overall quality of customer relationship outcomes (confidence, commitment, loyalty and satisfaction). The main purpose was to determine factors influencing adoption of electronic customer relationship systems. Shab foruz group according to an unsuccessful experience with the compensation decided, subject to implementation and analysis to identify the parameters. This descriptive study was to survey and according to the results of research organizations that help to improve performance and enhance efficiency in the organization and the elimination of some shortcomings of a step transactional research. The statistical sample of Shabforuz Lighting Group was from related staff. In all hypotheses T test results showed that the significant level of less than 0.05, and the 3 hypothesis according to application vendors call between management support, staff support, support resources and reception systems, customer relationship Mechinery, there was a positive relationship. It was also found that the training management support, customer support, support resources in priority of the influence.

Keywords : customer relationship management adoption factors internal factors shabforuz company