The Impact of Organizational Factors of Customer Relationship Management (CRM) on CRM Adoption in Tax Affairs Organization of Tehran
Journal Title: International Journal of Advanced Studies in Humanities and Social Science - Year 2018, Vol 7, Issue 0
Abstract
The objective of the current study is the statement of the impact of organizational factors of customer relationship management (education-employee involvement-satisfaction) on CRM adoption in tax affairs organization. This research tries to evaluate the factors detected by the organization and offer the relationship between them under a conceptual model of CRM adoption and also using a technology acceptance model. This research is actually a correlating-study, but can be also considered as an applied research. It is cross-sectional in terms of time, is confined to Tehran in terms of place and is quantitative according to the type of data. The research instrument was a questionnaire whose degree of validity was determined by experts. Cronbach alpha is used for determining its reliability. The statistical population of this study consists of tax agents (employees) of the general office of large tax payers in Tehran. The statistical sample is chosen by a simple random sampling which according to cochran’s formula 140 persons were determined. Data analysis in the process of model formulation was done by the method of confirmatory factor analysis and structural equation, using LISREL software to assess its validity. According to the organizational factors of CRM (education-employee involvement-satisfaction), easy application and usefulness of customer relationship management has a positive and significant impact on CRM adoption which will lead to a better performance in the organization whenever the system is used. Research findings have shown that the adoption of CRM is confirmed in the study population and for this reason it has the potential to be used in the intended population; it was also revealed that in regard with the prioritization of variables, the easy application of customer relationship management will lead to its adoption by tax agents and expedite the performance of the organization.
Authors and Affiliations
Mandana Hashemi, Mir Mehrdad Peydaei, Abbas Khodadadi
Keywords
Related Articles
- EP ID EP638163
- DOI -
- Views 81
- Downloads 0
Identification of Factors Influencing Tendency of Customers towards Internet Word-of-Mouth Communication; Case Study of Users of Iran Insurance Company Website
Word-of-mouth is playing an important role in marketing to the extent that some of marketers believe that this form of advertising is among the most effective and efficient ones. With respect to importance of this issue...
Roles of Mashhad’s Urban Texture in Planning and Design
This paper, first, briefly explained the usage of method in urban design process .then, configurative specifications of Mashhad's -one of the oldest and religious city of Iran- spaces are analyzed by space syntax method...
The Effectiveness of Training of Cognitive-Behavioral Skills on Marital Satisfaction and Marital Exhaustion in Married Women Teachers of Kish Schools
The present study was done in order to study the impact of cognitive- behavioral skills training on improvement of marital satisfaction and martial burnout. Statistical population in this study consisted of studying marr...
Authority of Jurisprudent in the Islamic Government
The term authority means level of having capability to influence people with level of affectability on them. This capability is gradually intermingled with practice and power of the ruler. At present, authority usually s...
A Study of the Effects of Packaging on the Increase of Sale of Foods Industry in Chocolate
Present study in terms of purpose is functional and in terms of method is descriptive - survey research. That study on 5 factors affecting in packaging such as graphic design of packaging, size of packaging, product info...