Integrating Delone and Mclean and Task Technology Fit Models to Evaluate the Influence of E-CRM on Individual Performance
Year: 2022
Type: article
Study design: Observational Study
Abstract: Electronic customer relationship management (E-CRM) is a growingtechnology 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.
Institutions: National University of Malaysia, Multimedia University
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4392836631