The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by c...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Academic Journals
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/23909/ http://psasir.upm.edu.my/id/eprint/23909/1/23909.pdf |
| _version_ | 1848844889914081280 |
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| author | Wahab, Samsudin Jusoff, Kamaruzaman Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila Mohd Zahari, Ahmad Suffian |
| author_facet | Wahab, Samsudin Jusoff, Kamaruzaman Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila Mohd Zahari, Ahmad Suffian |
| author_sort | Wahab, Samsudin |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry. Four hundreds and eighty eight set of questionnaires have returned and analyzed. Two factors been tested to investigate the relationship with E-CRM performance. The analysis shows that usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability. Somehow, future research must investigate other factors as the antecedent for E-CRM performance. Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result. |
| first_indexed | 2025-11-15T08:38:06Z |
| format | Article |
| id | upm-23909 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T08:38:06Z |
| publishDate | 2011 |
| publisher | Academic Journals |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-239092017-11-16T03:03:45Z http://psasir.upm.edu.my/id/eprint/23909/ The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services Wahab, Samsudin Jusoff, Kamaruzaman Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila Mohd Zahari, Ahmad Suffian Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry. Four hundreds and eighty eight set of questionnaires have returned and analyzed. Two factors been tested to investigate the relationship with E-CRM performance. The analysis shows that usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability. Somehow, future research must investigate other factors as the antecedent for E-CRM performance. Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result. Academic Journals 2011 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/23909/1/23909.pdf Wahab, Samsudin and Jusoff, Kamaruzaman and Al Momani, Khaled Abed Mufleh and Mohd Noor, Nor Azila and Mohd Zahari, Ahmad Suffian (2011) The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services. African Journal of Business Management, 5 (1). art. no. 2A93F4C15682. pp. 128-134. ISSN 1993-8233 http://www.academicjournals.org/journal/AJBM/article-abstract/2A93F4C15682 |
| spellingShingle | Wahab, Samsudin Jusoff, Kamaruzaman Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila Mohd Zahari, Ahmad Suffian The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title | The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title_full | The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title_fullStr | The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title_full_unstemmed | The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title_short | The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services |
| title_sort | influence of usability and enjoyment on electronic customer relationship management performance in jordan mobile communication services |
| url | http://psasir.upm.edu.my/id/eprint/23909/ http://psasir.upm.edu.my/id/eprint/23909/ http://psasir.upm.edu.my/id/eprint/23909/1/23909.pdf |