Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Omar Salah; Qadri Alzaghal

doi:10.53671/pturj.v9i4.193

Article Details

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Authors:

Omar Salah | Qadri Alzaghal

Publisher:

Palestine Technical University - Kadoorie (PTUK)

Journal:

Palestine Technical University Research Journal Vol.9 Issue 4, pp.80-99

Document Type:

Article

Publication Date:

12/2021

Document Language:

English

Document ID (Org No.):

2001393989

pISSN:

2307-809X

DOI:

10.53671/pturj.v9i4.193

Keywords:

Abstract:

 Customer relationship management (CRM) refers to the practices, strategies, and technologies used by firms and businesses to manage and analyze customer interactions and data through the customer lifecycle. The main purpose of this study is to explore the influences of determinant factors on CRM adoption in Palestinian small and medium enterprises. This article summarizes the findings of previous studies that analyze the challenges associated with CRM utilization and Adoption. More than 100 studies were examined to find the primary variables for effective CRM adoption in various regions to discover the main aspects that influence the success of CRM adoption. The findings of this study show that the compatibility, information technology infrastructure, complexity, relative advantage, security, top management support, information policies, employee engagement, financial resources, customer pressure, and competitive pressure may all be used to predict CRM adoption among Palestinian SMEs. The study has implications for policymakers and top-level managers of SMEs to structure their activities in relation to CRM adoption based on the level of the factors examined.

Article Details

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Authors:

Omar Salah | Qadri Alzaghal

Publisher:

Palestine Technical University - Kadoorie (PTUK)

Journal:

Palestine Technical University Research Journal Vol.9 Issue 4, pp.80-99

Document Type:

Article

Publication Date:

12/2021

Document Language:

English

Document ID (Org No.):

2001393989

pISSN:

2307-809X

DOI:

10.53671/pturj.v9i4.193

Palestine

Small and medium enterprise

Customer relationship management system

Customer-organization relationship

Interquartile Range

Issues

Article Details

Factors Influencing Customer Relationship Management System Adoption in Palestinian Small and Medium Enterprises: Experts Verification using Interquartile Range

Authors: Omar Salah | Qadri Alzaghal

Publisher: Palestine Technical University - Kadoorie (PTUK)

Journal: Palestine Technical University Research Journal Vol.9 Issue 4, pp.80-99

Document Type: Article

Publication Date: 12/2021

Document Language: English

Document ID (Org No.): 2001393989

pISSN: 2307-809X

DOI: 10.53671/pturj.v9i4.193

Palestine

Small and medium enterprise

Customer relationship management system

Customer-organization relationship

Interquartile Range

Issues

Authors:

Omar Salah | Qadri Alzaghal

Publisher:

Palestine Technical University - Kadoorie (PTUK)

Journal:

Palestine Technical University Research Journal Vol.9 Issue 4, pp.80-99

Document Type:

Article

Publication Date:

12/2021

Document Language:

English

Document ID (Org No.):

2001393989

pISSN:

2307-809X

DOI:

10.53671/pturj.v9i4.193