scholarly journals Customer Acceptance Analysis of Customer Relationship Management (CRM) Systems in Automotive Company using Technology Acceptance Model (TAM) 2

2019 ◽  
Vol 1 (2) ◽  
pp. 133 ◽  
Author(s):  
Stephano Caesar Wenston Ngangi ◽  
Albertus Joko Santoso
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Information ◽  
Use Of Technology ◽  
Research User ◽  
Acceptance Model ◽  
System Variables

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 obtain useful customer information so that customer needs can be met and encouraged to loyalty. In addition, CRM can be useful to improve efficiency and reduce operational costs of PT. Hasjrat Abadi (Tendean Branch). To support the success of PT. Hasjrat Abadi (Tendean Branch), this study will examine a CRM system to be applied to PT. Hasjrat Abadi (Tendean Branch) by integrating it into the Technology Acceptance Model (TAM) as a model that can be analyzed and understood so that later it can influence customers in the use of technology as an information system by using informational system variables. In this research, user acceptance has been reviewed based on 4 variables in TAM itself. PT. Hasjrat Abadi (Tendean Branch) has a problem where there is still a lack of customer demand for TOYOTA products. Therefore, the implementation of the TAM system for CRM will be pursued so that it can identify the customers of PT. Hasjrat Abadi (Tendean Branch) Manado who want to buy products from PT Hasjrat Abadi (Tendean Branch) Manado, and increase the selling value of the product.

scholarly journals Kajian Penerimaan Pengguna Terhadap Sistem CRM di Perusahaan X Menggunakan Model TAM

2018 ◽  
Vol 5 (1) ◽  
pp. 114
Author(s):  
Muhammad Malik Hakim
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Relationship Management ◽  
Behavioral Intention ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Customer Relationship ◽  
Perceived Ease Of Use ◽  
Actual Use ◽  
Acceptance Model

<p class="Abstrak">Pelayanan kepada pelanggan adalah salah satu tujuan bisnis setiap perusahaan dalam upayanya memberikan kepuasan kepada para pelanggannya. Untuk mengintegrasikan seluruh kegiatan pelayanan kepada pelanggan dari semua divisi yang terkait baik langsung maupun tidak langsung, Perusahaan X sebagai perusahaan yang bergerak dalam bidang TI telah mengimplementasikan sistem CRM (<em>Customer Relationship Management</em>). Implementasi CRM tersebut bertujuan untuk mensinergikan kegiatan pelayanan kepada pelanggan agar tidak saling tumpang tindih dan dapat terkoordinasi dengan baik. Untuk mendukung kesuksesan dan keberlanjutan penggunaan sistem CRM, penelitian ini mengkaji penerimaan pengguna sistem CRM di antara semua karyawan dalam divisi terkait di dalam perusahaan yang berjumlah 141 orang, menggunakan Model TAM (<em>Technology Acceptance Model</em>) yang dimodifikasi, yaitu tanpa melibatkan variabel eksternal. Penelitian ini mengkaji penerimaan pengguna berdasarkan empat variabel penyusun Model TAM, yaitu <em>Perceived Ease Of Use</em> (PEOU), <em>Perceived Usefulness</em> (PU), <em>Behavioral Intention</em> (BI), dan <em>Actual Use</em> (AU). Studi membuktikan bahwa diperoleh pengaruh yang positif dan signifikan antara variabel – variabel penyusunnya, yaitu PEOU terhadap PU dan BI, PU terhadap BI, serta BI terhadap AU dengan nilai pengaruh masing – masing adalah 0,43; 0,67; 0,58; dan 0,77. Penelitian ini membuktikan bahwa penerimaan pengguna CRM sangat dipengaruhi oleh faktor manfaat, kemudahan, serta perilaku karyawan dalam menggunakannya.</p>

scholarly journals Towards the Development of a Mobile Agriculture System for Poms Poultry Farm (PPF), Oyarifa-Accra, Ghana

2020 ◽  
Vol 1 (1) ◽  
Author(s):  
Nana Yaw Asabere ◽  
Amevi Acakpovi ◽  
Vida Kumiwaa Owusu ◽  
Jerry Abudu Attah ◽  
Eugene Kyeremateng Opoku
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Customer Relationship Management ◽  
Customer Relationship ◽  
Successful Implementation ◽  
Poultry Farm ◽  
Tam Model ◽  
Increase Productivity ◽  
Questionnaire Research ◽  
Acceptance Model

This paper seeks to propose the implementation of a mobile agriculture (m-agriculture) system for Poms Poultry Farm (PPF) to solve problems such as low patronage of farm products and customer relationship management among farmers and customers. To corroborate the successful implementation of an m-agriculture system at PPF, we employed a questionnaire research instrument concerning the Technology Acceptance Model (TAM) model as a theoretical framework. Closed-ended questionnaires were administered to a sample size of 130 PPF customers. Based on the responses received, we established optimistic responses towards technological acceptance which paved the way for us to propose and develop a suitable m-agriculture application for PPF. It is envisaged that successful implementation of our proposed system will practically increase productivity and help PPF reach out to their target customers.

Analisis Perbandingan Metode TAM dan UTAUT dalam Mengukur Kesuksesan Penggunaan Aplikasi Ojek Online

2020 ◽  
Vol 14 (4) ◽  
Author(s):  
Indriyanti, Tri Wahyuni, Erni Ermawati, Nurul Ichsan , Haerul Fatah
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Unified Theory ◽  
Use Of Technology ◽  
Acceptance Model

AbstrakBerkembangnya teknologi informasi memberikan pengaruh yang cukup bagi masyarakat, tetapi terkadang ada beberapa teknologi yang kurang diterima oleh masyarakat karena beberapa faktor. Penelitian ini bertujuan untuk menganalisis rasio metode TAM dan UTAUT dalam mengukur keberhasilan penggunaan aplikasi Ojek Online di Sleman, Yogyakarta. Metode yang paling banyak digunakan untuk menganalisis keberhasilan penggunaan teknologi adalah metode TAM dan UTAUT. Metode TAM dan UTAUT juga merupakan metode terbaik karena mampu menjelaskan perilaku pengguna terhadap penggunaan teknologi. Responden dalam penelitian ini adalah pengguna aplikasi Ojek Online di Kabupaten Sleman di Yogyakarta yang terdiri dari siswa dan masyarakat umum. Responden dalam penelitian ini diambil secara acak dari seluruh populasi. Data yang dikumpulkan diolah menggunakan SPSS agar mudah dianalisis lebih lanjut. Metode yang digunakan adalah metode korelasional. Hasil dari penelitian ini adalah bahwa metode TAM dan UTAUT mampu menganalisis penerimaan aplikasi Ojek Online meskipun nilai beberapa konstruk yang digunakan dalam penelitian ini hanya mempengaruhi penggunaan aktual sebesar 8% dan 5,2%. Kata kunci: Analisa Model, Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT), Aplikasi Ojek Online, Uji Determinasi

Use of Technology Acceptance Model for Turnitin®

2015 ◽  
Vol 1 (2) ◽  
Author(s):  
Dr. Abu Turab Alam
Keyword(s):  
Information System ◽  
Software Engineering ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Implementation Research ◽  
Functional Requirements ◽  
End User ◽  
Research Activity ◽  
Use Of Technology ◽  
Acceptance Model

A useful Information System is difficult to conceive and develop. Research on technology has revealed that end-user likes or dislikes may matter towards the success or failure of information system (IS). A highly complicated system in which developers have put lots of development efforts may fail if the end-user dislikes it after its initial installation. In software engineering literature it is claimed that system rejection is mostly caused by not meeting the non-functional requirements. In this paper, a study is being done on ‘turnitin®’ as technology and its acceptance to a group of students in order to find out confirmation of result as claimed by TAM while it is a post implementation research activity for technology acceptance.

Analysis of Technology Acceptance Model (TAM) for Financial Literacy on Kids Application Technology

2021 ◽  
Vol 12 (3) ◽  
pp. 1004-1010
Author(s):  
Nurhanani Romli Et.al
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Financial Literacy ◽  
Formal Education ◽  
Preschool Age ◽  
Application Technology ◽  
Use Of Technology ◽  
Two Factors ◽  
Technology Applications ◽  
Acceptance Model

Financial literacy was very important to be introduced since the early children. In Malaysia, the children began to start for formal education of the stage in preschool. This paper will discuss about the acceptance of technology as a method to teach that kids for financial literacy. With the development in technology at present, using of teaching based on technology was very important for all levels including children at preschool age. The Technology Acceptance Model (TAM) was widely used in studies related to the use of technology applications in society. There are two factors variables that will test on this paper. The first one was perceived useful and the second one was easy to use. Quantitative method will be used to collect all of data. The questionnaire survey was distributed to a total of 136 respondents which it’s have been use the financial literacy application incorporated as a tools to teach the kids. Findings of the study indicate the importance of technology as a medium to teach kids regarding the financial literacy.

PATH ANALYSIS BETWEEN CONSTRUCTS OF TECHNOLOGY ACCEPTANCE MODEL (TAM) (A CASE STUDY ON RECEIPT OF VIRTUAL ARMS SOLUTION FTS D - 423 IN INDONESIAN EASTERN FLEET TRAINING COMMAND)

JOURNAL ASRO ◽  
2020 ◽  
Vol 11 (1) ◽  
pp. 101
Author(s):  
Ikhwan Syahtaria ◽  
Ahmadi Ahmadi ◽  
Bambang Suharjo ◽  
Pius Herdasa Krisna Murti
Keyword(s):  
Path Analysis ◽  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Perceived Ease Of Use ◽  
Use Of Technology ◽  
Computer Based ◽  
Acceptance Model ◽  
The Relationship

Indonesian Eastern Fleet Training Command currently has the facilities to train professional soldiers in the shooting.A simulator facility in the form of computer-based clinic shooting is called Virtual Arms Solution FTS D-423 (VAS).Need to analyse the relationship between perceived ease of use and usefulness of VAS in order to determine thelevel of acceptance. Both these factors are modelled by the Technology Acceptance Model (TAM) which canexplain the factors that influence the actual receipt of the use of technology. After that, the relationship between thetwo factors that have been modelled with the Technology Acceptance Model to be treated using Path Analysis(Path Analysis). Where the path analysis was used to analyse the causal relationships between variables in order todetermine the effect of the direct and indirect causes of the variable to a variable result. Based on the analysis anddiscussion, it is obtained as follows that the ease and usefulness of a positive effect on Attitude using VAS positiveeffect on Behavioural Intention using VAS. Behavioural intentions affect the Actual Usage.Keywords: Virtual Arms Solution, Technology Acceptance Model, Path Analysis.

IT Evaluation Practices in Electronic Customer Relationship Management (eCRM)

2011 ◽  
pp. 2285-2290
Author(s):  
Chad Lin
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Organizations ◽  
Bottom Line ◽  
Evaluation Practices ◽  
Customer Information ◽  
Widespread Agreement ◽  
Key Issues

Organizations are becoming increasingly aware of the need to scrutinize their bottom-line financial returns of business automation initiatives. To achieve this, organizations have to become more customer-centric. According to Karakostas, Karadaras and Papathanassiou (2005), a 5% increase in customer retention can result in an 18% reduction in operating costs. Therefore, the need to build and maintain customer relationship has become a priority for organizations. However, according to a KPMG survey, only a small percentage of companies were able to obtain even basic customer information despite the fact that 89% of companies consider customer information to be extremely important to the success of their business (McKeen and Smith, 2003). As a result, many organizations are adopting electronic customer relationship management (eCRM) applications in order to gather, organize, understand, anticipate, and respond to the constant evolution of customers’ requirements and demands. Indeed, eCRM is forecasted to become increasingly important as businesses seek to deliver their services and information as well as to provide transactional facilities via online and wireless platforms, in additional to the more traditional means of communication channels (e.g., call centers and customer service) (Tan, Yen and Fang, 2002). The market worldwide for eCRM applications is predicted to grow from US $3.4 billion in 2000 to US $10.5 billion in 2005 (EPS, 2001). Yet, despite the huge investment and widespread agreement that eCRM has direct and indirect impact on customer satisfaction, loyalty, sales, and profit, it has been found that 70% of eCRM solutions that have been implemented by businesses fail (Feinberg, Kadam, Hokama and Kim, 2002). Moreover, studies carried out by Gartner, Forrester, AMR Research, and the Yankee Group claim that most of CRM implementations did not return the expected ROI (Foley, 2002). This is because management tends to be myopic when considering their IT (information technology) decisions, primarily because they are unable to evaluate (specifically the indirect benefits and costs) eCRM applications (Ernst and Young, 1999). To address this issue, this paper sets out to investigate the current evaluation practices by Australian organizations implementing eCRM. The other objective is to identify the key issues faced by managers to justify and measure their eCRM. Hopefully, the finding can help business organizations to better manage their eCRM investment and its contribution to improving their long term profitability.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

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