Investigating the Electronic Customer Relationship Management Success Key Factors in the Telecommunication Companies: A Pilot Study

Abstract

The Electronic Customer Relationship Management (E-CRM) is a moderately new field of researches. There are some issues facing telecommunication companies about the use of E-CRM systems. In this study, the researchers suggest a model of a relationship in that a quantitative research design selected to validate the proposed factors and to build relationships between them. The main factors that may influence the employee satisfaction stated as three classifications: technology (service quality, system quality, and information quality), organization (top management support, training, and individual (skills, experience, efficacy, accessibility) and supposed effectiveness. To ensure that a design questionnaire, which is reliable and acceptable, two steps of verification have followed. First, a validation phase in which, the questionnaire checked by a panel of professionals in the field of the information system. The feedback received followed up before proceeding to the next phase. Second, the pilot study proceeding to investigate the consistency of the instrument analyzed through Cronbach’s Alpha coefficient reliability screening in SPSS 21 software package. Moreover, the results found that all the items were reliable and the Cronbach’s Alpha coefficient above 0.7.