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The technological era in business competition requires creativity and innovation to create a successful company. CRM (Customer Relationship Management) is a system that aims, among others, to provide improving relations between the company and customers, so that the realization of integrated information is used to produce optimal services and obtai...
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... ECRM encapsulates the interaction between customers and business suppliers via online or digital platforms, facilitating the digitalized customer journey and enabling feedback provision (Haryandika & Santra, 2021). The Technology Acceptance Model (TAM) underscores ECRM's significant influence on customer satisfaction, emphasizing the shaping of perceptions regarding ease of use and usefulness (Ngangi & Santoso, 2019). These frameworks underscore the critical role of positive user experiences in electronic platforms in augmenting overall satisfaction. ...
The primary aim of this research was to assess the impact of operational practices and electronic customer relationship management (E-CRM) on the operational performance of hospitals within ASEAN countries, mediated by patient satisfaction. Additionally, the study examined the moderating effects of operational green behaviour and operational management reasons. Data were gathered via a convenient sampling technique from 600 female healthcare patients across three ASEAN nations: Indonesia, Malaysia, and Singapore. Employing a quantitative deductive approach, the research utilized a cross-sectional design. The Partial Least Squares Structural Equation Modelling (PLS-SEM) technique revealed that operational practices and E-CRM significantly and positively influenced patient satisfaction. Moreover, patient satisfaction was found to positively and significantly affect operational performance. The results also indicated that operational management reasons and operational green behaviour exerted positive and significant moderating effects on the relationships between operational practices, E-CRM, and patient satisfaction. These findings contribute to theoretical advancements by providing insights for future research in novel contexts. Furthermore, they offer practical implications, emphasizing the importance of operational management reasons and green social behaviour in enhancing operational performance within companies.
... In general, enjoyment can impact attitude, perceived usefulness, habit, and continuance intention (Mouakket, 2015;Phan & Daim, 2011;Tella & Olasina, 2014). Previous studies claim that perceived enjoyment is an important factor in shaping perceived usefulness (Alsultanny & Alotaibi, 2015;Aziz & Lei, 2016;Lee, 2021;Ngangi & Santoso, 2019;Ongena et al., 2013). For example, Ongena et al. (2013) selected perceived enjoyment as a variable to predict behavioural intention in the context of an audio-visual heritage archive. ...
... They also prove that perceived enjoyment has a significant effect on perceived usefulness. Addition-ally, Ngangi and Santoso (2019) tested the implementation of a customer relationship management system in automotive companies. Perceived enjoyment is considered an important variable to predict user behaviour. ...
... This path had a cr score of 5.263, indicating significance. This finding supports previous studies, such as Alsultanny and Alotaibi (2015), Aziz and Lei (2016), Ngangi and Santoso (2019), and Ongena et al. (2013). ...
... Subjective norm was defined as a "person's perception that most people who are important to him think he should or should not perform the behavior in question" (Icek Ajzen et al., 1975). Previous studies articulated a positive influence of subjective norm on perceived usefulness (Ngangi & Santoso, 2019;Venkatesh & Davis, 2000) and found no influence on perceived ease of use (Ngangi & Santoso, 2019;Park, 2009). Subjective norms influenced intention to use (Kaushik & Rahman, 2015;Park, 2009) and the adoption of a technology (Aboelmaged & Gebba, 2013). ...
... Subjective norm was defined as a "person's perception that most people who are important to him think he should or should not perform the behavior in question" (Icek Ajzen et al., 1975). Previous studies articulated a positive influence of subjective norm on perceived usefulness (Ngangi & Santoso, 2019;Venkatesh & Davis, 2000) and found no influence on perceived ease of use (Ngangi & Santoso, 2019;Park, 2009). Subjective norms influenced intention to use (Kaushik & Rahman, 2015;Park, 2009) and the adoption of a technology (Aboelmaged & Gebba, 2013). ...
... Output quality refers to the performance of the technology and its outcomes. Output quality had a positive effect on perceived usefulness and perceived ease of use ( Ngangi & Santoso, 2019;Saeed et al., 2018;Venkatesh, 2000). Service quality was defined as the ability of a business to achieve or exceed the expectations of consumers (Parasuraman et al., 1985). ...
Innovative technology rolled out progressive improvements in our lives. We can't deny the fact that technology and innovation assumed a significant part of our lives. Despite this, numerous innovation-based technologies and businesses never arrive at their maximum capacity, and some are just dismissed because they fail to access the readiness and acceptance of users. Although various other studies presented a literature review on a similar topic most of the talks on a specific technology and the horizon of the study were limited to a few years. Also, previous studies in our knowledge preserved literature on the technology acceptance model or technology readiness model separately. This study aims at providing a comprehensive review of all technologies without any discrimination. The current study presents the results of 112 academic papers selected from the large pool of databases on technology readiness, technology acceptance, and technology readiness and acceptance model. In this study, we are trying to present a systematic literature review on the technology readiness and technology acceptance model for the last 20 years. This paper is going to add value to the available literature on TAM and TR models and will help further to scholars working on these models.
... In fact, the users' perceptions about perceived usefulness may stay in constant progress in response to persuasive social information. Several prior types of research have proven the positive effect of the subjective norms on the perceived usefulness (Ngangi & Santoso, 2019;Venkatesh & Bala, 2008;Viswanath Venkatesh, 2000;Wu et al., 2011). Therefore, we hypothesize as follows: ...
North and South Kivu provinces in the Eastern part of the Democratic Republic of the Congo (DRC) are still confronted by both natural and manmade disasters and are potentially exposed to carbon dioxide and methane from Lake Kivu. For people living in those areas, it is important to have constant access to real-time situational information to prevent fatal dangers. Our study aims at examining the adoption factors of social media and the impact of their use in managing disaster. We proposed and empirically validated a research model drawn on three combined theories: TAM, the diffusion-of-innovation theory and the Kahn’s framework of psychological conditions and agility. The obtained model was tested with a sample of 418 respondents using the Partial Least Squares Structural Equation Modelling method (PLS-SEM). The study revealed the following two main outputs: (i) social media platforms are perceived to be easy to use, useful with a perceived relative advantage, and are therefore essential for disaster management; and (ii) the use of social media impacts information accessibility, adaptability, proactiveness and resilience.
This chapter discusses the relevant theories for the adoption of CRM. Reviewing these theories.
Acquérir une nouvelle technologie d’information et de communication (TIC) ne représente plus un enjeu stratégique ; l’attitude favorable envers ces TIC l’est en revanche davantage du fait qu’elle représente une pierre angulaire pour atteindre l’efficience. L’évaluation de la performance et de l’impact des TIC dans les organisations a été retenue de grande considération au sein de la discipline des sciences de gestion ; c’est également une préoccupation majeure pour les dirigeants des entreprises (KALIKA 2000 ; M Tahir Jan, Johan W de Jager, Alileche Ameziane, Naheed Sultan 2019).L’utilisation des TIC se généralise progressivement dans toute la chaine de valeur de l’entreprise. Toutefois, leur niveau d’acceptation varie d’un pays et d’un secteur à un autre. En outre, la mise en œuvre optimale des TIC rencontre en particulier des difficultés d’ordre: - technique, en particulier pour satisfaire les besoins d’interopérabilité et assurer une maîtrise suffisante par les utilisateurs ;- économique en termes d’investissements ; - comportemental en termes de la résistance des parties prenantes.Ainsi, l’accélération du processus d’acceptation et d’amélioration de l’utilisation des TIC implique la détermination des facteurs prédisant ce processus. Au Maroc, les travaux de recherche qui traitent la problématique liée au processus d’acceptation des TIC par les utilisateurs dans le contexte de l’hôtellerie de luxe accusent un retard considérable et ce constat prend de l’ampleur puisqu’il s’agit principalement d’une activité économique cruciale pour le Maroc à savoir le tourisme.L’implémentation des TIC dans les hôtels de luxe n’est qu’une phase initiale de la réussite de leur intégration. A l’issue de cette étape, la phase d’acceptation est la plus délicate car elle fait apparaître un écart entre les usages attendus et le niveau d’utilisation réel de ces technologies. Par ailleurs, il est important de mener une réflexion sur les attributs qui influencent les usagers dans leurs décisions d'acceptation ou de rejet des TI et leur réelle exploitation. Les raisons de résistances dépassent le cadre des décisions rationnelles préconisées dans l'approche économique (coûts, efforts...). Elles couvrent : les spécificités des TIC, le contexte organisationnel, les spécificités culturelles, psychologiques et éthiques des utilisateurs ainsi que l’influence sociale. La finalité du présent travail est de répondre au questionnement suivant : quelles sont les caractéristiques personnelles, les contingences internes et les spécificités des utilisateurs des TIC dans les hôtels de luxe, implantés à Marrakech, qui ont un pouvoir prédictif sur l’acceptation des TIC.A la lumière de la revue de littérature effectuée portant sur les théories d’acceptation des TIC, nous avons conçu et testé un modèle conceptuel en menant une enquête qualitative auprès des dirigeants de dix hôtels de luxe et une investigation quantitative auprès des 235 utilisateurs des TIC afin d’examiner les facteurs explicatifs de l’acceptation des TIC. Les résultats de notre recherche ont révélé l’influence significative des caractéristiques personnelles, des normes subjectives, du risque perçu et du soutien managérial comme antécédents des performances escomptées. Nous avons conclu que ces variables prédisent l’acceptation des TIC à travers l’attitude, l’intention et la réticence au changement.
