Impact of design methods on decision support systems success: an empirical assessment
Information and Management
Developing capabilities to use information strategically
MIS Quarterly
Determinants of financial performance: a meta-analysis
Management Science
Explaining the role of user participation in information system use
Management Science
A structural model of end user computing satisfaction and user performance
Information and Management
An expanded instrument for evaluating information system success
Information and Management
Measuring user satisfaction with data warehouses: an exploratory study
Information and Management
Information and Management
Guide to Measuring and Managing It Benefits
Guide to Measuring and Managing It Benefits
A Critical Success Factors Model For ERP Implementation
IEEE Software
Information systems evaluation: navigating through the problem domain
Information and Management
The critical success factors for ERP implementation: an organizational fit perspective
Information and Management
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
Quality and effectiveness in web-based customer support systems
Information and Management
Satisfaction with Internet-Based Services: The Role of Expectations and Desires
International Journal of Electronic Commerce
Validating instruments in MIS research
MIS Quarterly
On decision making support in blood bank information systems
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
A novel decision rules approach for customer relationship management of the airline market
Expert Systems with Applications: An International Journal
Resource allocation in cellular networks based on marketing preferences
Wireless Networks
Customer oriented resource allocation framework in cognitive radio
Computers and Industrial Engineering
Performance comparison based on customer relationship management using analytic network process
Expert Systems with Applications: An International Journal
International Journal of Information Management: The Journal for Information Professionals
Software project risk analysis using Bayesian networks with causality constraints
Decision Support Systems
| Hi-index | 12.06 |
As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conceptual bases necessary to develop the success measures. Using a structural equation analysis, this study explores the CRM system success model that consists of CRM initiatives: process fit, customer information quality, and system support; intrinsic success: efficiency and customer satisfaction; and extrinsic success: profitability. These constructs underlie much of the existing literature on information system success and customer satisfaction perspectives. We found the empirical support for CRM implementation decision-making from 253 respondents of 14 companies which have implemented the CRM system. These findings should be of great interest to both researchers and practitioners.