Citation

Anaam, Elham Abdulwahab and Haw, Su Cheng and Naveen, Palanichamy (2022) Integrating Delone and Mclean and Task Technology Fit Models to Evaluate the Influence of E-CRM on Individual Performance. Journal of Logistics, Informatics and Service Science, 9 (3). pp. 226-242. ISSN 2409-2665

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Abstract

Electronic customer relationship management (E-CRM) is a growing technology that has already captured the attention and focus of researchers. The important development in end-user use, users’ satisfaction, and performance outcomes have been one of the most welcome significant developments in E-CRM. The objective of the research is to assess the influence of E-CRM on employees. We propose a framework that integrates the DeLone and McLean Information System (IS) success model with the Task Technology Fit (TTF) framework. The empirical approach is based on 300 open questionnaires. The findings show that utilization and users’ satisfaction are major predictors of individual performance, as well as the significance of TTF's modulating influence on employee performance. User satisfaction is favorably impacted by system quality, information quality, and service quality.

Item Type:	Article
Uncontrolled Keywords:	DeLone and McLean, task technology fit, E-CRM, employee satisfaction, individual performance, user adoption
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business > HF5549-5549.5 Personnel management. Employment management
Divisions:	Faculty of Computing and Informatics (FCI)
Depositing User:	Ms Nurul Iqtiani Ahmad
Date Deposited:	31 Oct 2022 03:27
Last Modified:	31 Oct 2023 02:51
URII:	http://shdl.mmu.edu.my/id/eprint/10564

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