Impact of Effective Organizational Characteristics on Adoption of Customer Relationship Management in Melli Bank Branches in Khuzestan Province - Iran

Mohammad Ali Enayati Shiraz; Elham Ramezani

doi:10.12816/0019127

Article Details

Impact of Effective Organizational Characteristics on Adoption of Customer Relationship Management in Melli Bank Branches in Khuzestan Province - Iran

Authors:

Mohammad Ali Enayati Shiraz | Elham Ramezani

Publisher:

Sohar University

Main Topics:

General management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2016 Vol.5 Issue 6, pp.20-27

Document Type:

Article

Publication Date:

1/2016

Document Language:

English

Document ID (Org No.):

75695

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0019127

Descriptors:

Keywords:

Abstract:

 The objective of this study is to identify effective organizational characteristics on adoption of customer relationship management in Melli bank branches in Khuzestan province-Iran. The research model was designed in accordance with TAM model to adopt new technologies. Studies conducted have noted to effective organizational characteristics on the adoption of customer relationship management system. In this study effective organizational features on adaption of customer relationship management system were measured based on research of Ko & Hung, variable of organization size, Agnes research, variable of innovation, Fakhrdaei and Peltier, variable of CRM knowledge, research of Agnes, Fakhrdaei and Peltier , variable of attitude toward to change, Agnes , Wu & Richard, variable of market orientation and based on research of Avlonitis, variable of expectations. In this research each variable is described using descriptive statistics indices, then it measure using causal model. The analysis results showed that in general knowledge of CRM and expectations through perceived ease of use affect adoption of effective customer relationship management system. Attitude toward to change through perceived usefulness affects adoption of effective customer relationship management system. Market orientation through perceived usefulness and perceived ease of use affect adoption of effective customer relationship management system. Perceived usefulness and perceived ease of use directly affect the adoption of customer relationship management system. The perceived ease of use has a positive effect on perceived usefulness.

Article Details

Impact of Effective Organizational Characteristics on Adoption of Customer Relationship Management in Melli Bank Branches in Khuzestan Province - Iran

Authors:

Mohammad Ali Enayati Shiraz | Elham Ramezani

Publisher:

Sohar University

Main Topics:

General management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2016 Vol.5 Issue 6, pp.20-27

Document Type:

Article

Publication Date:

1/2016

Document Language:

English

Document ID (Org No.):

75695

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0019127

Descriptors:

PUBLIC RELATIONS

ORGANIZATIONAL BEHAVIOUR

ORGANIZATIONAL STRUCTURE

BANKS

CUSTOMERS

IRAN

CRM

Perceived Ease of Use

Perceived Usefulness

Issues

Article Details

Authors: Mohammad Ali Enayati Shiraz | Elham Ramezani

Publisher: Sohar University

Main Topics: General management

Journal: Oman Chapter of Arabian Journal of Business and Management Review 2016 Vol.5 Issue 6, pp.20-27

Document Type: Article

Publication Date: 1/2016

Document Language: English

Document ID (Org No.): 75695

Frequency: Monthly

pISSN: 22235833

DOI: 10.12816/0019127

Descriptors:

Issues

Authors:

Mohammad Ali Enayati Shiraz | Elham Ramezani

Publisher:

Sohar University

Main Topics:

General management

Journal:

Oman Chapter of Arabian Journal of Business and Management Review 2016 Vol.5 Issue 6, pp.20-27

Document Type:

Article

Publication Date:

1/2016

Document Language:

English

Document ID (Org No.):

75695

Frequency:

Monthly

pISSN:

22235833

DOI:

10.12816/0019127