The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the...

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Bibliographic Details
Published in:PloS one 2021-03, Vol.16 (3), p.e0243355-e0243355
Main Authors: Salah, Omar Hasan, Yusof, Zawiyah Mohammad, Mohamed, Hazura
Format: Article
Language:English
Subjects:
Automation
Brand loyalty
Business competition
Communication
Computer and Information Sciences
Customer relations
Customer relationship management
Customer satisfaction
Customer services
Engineering and Technology
Information science
Information systems
Information technology
Life cycle analysis
Marketing
Research and Analysis Methods
Science and technology
Security
Small & medium sized enterprises-SME
Small and medium sized companies
Social Sciences
Technology
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Summary:CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.
ISSN:1932-6203
1932-6203
DOI:10.1371/journal.pone.0243355