the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce
The concept of electronic customer relationship management (e-CRM) is among the most important subjects under discussion in academia and commercial environments. The decision on e-CRM adoption must be made based on different factors. These influential factors have different importance rates. In this...
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| Format: | Article |
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University of Qom
2022-03-01
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| Series: | مدیریت مهندسی و رایانش نرم |
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| Online Access: | https://jemsc.qom.ac.ir/article_766_4b11ee784a4e2bf039625213d70399f1.pdf |
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| _version_ | 1832577593512034304 |
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| author | Jalal Rezaeenour Habil Deimazar |
| author_facet | Jalal Rezaeenour Habil Deimazar |
| author_sort | Jalal Rezaeenour |
| collection | DOAJ |
| description | The concept of electronic customer relationship management (e-CRM) is among the most important subjects under discussion in academia and commercial environments. The decision on e-CRM adoption must be made based on different factors. These influential factors have different importance rates. In this paper, we studied the effects of factors for e-CRM adoption in e-commerce. To this end, we identified and examined the various factors that can be effective for implementing e-CRM in companies operating in the field of electronic commerce and proposed a conceptual model for the adoption of e-CRM by extracting some categories of effective components. Using three major components and a number of independent variables, this model evaluated their impact on the dependent variables' "adoption" as the target component. The conceptual model was presented for adoption using structural equation modeling (SEM). Furthermore, these factors were prioritized by fuzzy analytic network process (FANP) method. The consistency of the results obtained from these two different analytical techniques ensured that our results were valid and reliable. |
| format | Article |
| id | doaj-art-f06f8f82dc1441f99456cce3a3d143c3 |
| institution | Kabale University |
| issn | 2538-6239 2538-2675 |
| language | fas |
| publishDate | 2022-03-01 |
| publisher | University of Qom |
| record_format | Article |
| series | مدیریت مهندسی و رایانش نرم |
| spelling | doaj-art-f06f8f82dc1441f99456cce3a3d143c32025-01-30T20:17:56ZfasUniversity of Qomمدیریت مهندسی و رایانش نرم2538-62392538-26752022-03-017121524010.22091/jemsc.2016.766766the evaluation of influencing factors of electronic customer relationship management adoption in e-commerceJalal Rezaeenour0Habil Deimazar1Associate Prof, Department of Industrial Engineering, Faculty of Technology and Engineering, University of Qom. Qom, IranInstructor, University of Applied Science and Technology, Khorasan, Iran.The concept of electronic customer relationship management (e-CRM) is among the most important subjects under discussion in academia and commercial environments. The decision on e-CRM adoption must be made based on different factors. These influential factors have different importance rates. In this paper, we studied the effects of factors for e-CRM adoption in e-commerce. To this end, we identified and examined the various factors that can be effective for implementing e-CRM in companies operating in the field of electronic commerce and proposed a conceptual model for the adoption of e-CRM by extracting some categories of effective components. Using three major components and a number of independent variables, this model evaluated their impact on the dependent variables' "adoption" as the target component. The conceptual model was presented for adoption using structural equation modeling (SEM). Furthermore, these factors were prioritized by fuzzy analytic network process (FANP) method. The consistency of the results obtained from these two different analytical techniques ensured that our results were valid and reliable.https://jemsc.qom.ac.ir/article_766_4b11ee784a4e2bf039625213d70399f1.pdfelectronic customer relationship management (e-crm)e-commerceinfluencing factors |
| spellingShingle | Jalal Rezaeenour Habil Deimazar the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce مدیریت مهندسی و رایانش نرم electronic customer relationship management (e-crm) e-commerce influencing factors |
| title | the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce |
| title_full | the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce |
| title_fullStr | the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce |
| title_full_unstemmed | the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce |
| title_short | the evaluation of influencing factors of electronic customer relationship management adoption in e-commerce |
| title_sort | evaluation of influencing factors of electronic customer relationship management adoption in e commerce |
| topic | electronic customer relationship management (e-crm) e-commerce influencing factors |
| url | https://jemsc.qom.ac.ir/article_766_4b11ee784a4e2bf039625213d70399f1.pdf |
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