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The impact of electronic customer relationship management (e-CRM) on the business performance of small company

Ng , Kim Soon and Zulkifli, Mohd Faizel The impact of electronic customer relationship management (e-CRM) on the business performance of small company. Journal of Engineering and Technology, 3. ISSN 2180-3811

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Abstract

Small company has a relatively simple e-CRM to intprove their customer relationships and information gathering managentent to create competitive advantage.The trse of e-CRM for small company is in a different context as compared to that for the large company. Thc technology acceptance model zuas used to investigate the relationship of perceived usage of e-CRM with business perfomance of all the identified seventy-one (71) small companies that sell cars at Batu Pahat town. Relationship marketing principles have seldom been applied to the small and mediunr-sized enterprise (SMEJ. Mean test and multiple regression were used to examine internet CRM and business performance.

Item Type: Article
Uncontrolled Keywords: e-CRM; customer relationship management; small company; performance
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions: Faculty of Technology Management and Business > Department of Technology Management
Depositing User: Normajihan Abd. Rahman
Date Deposited: 27 Feb 2013 02:32
Last Modified: 22 Jan 2015 03:51
URI: http://eprints.uthm.edu.my/id/eprint/3365
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