International Journal of Electronic Customer Relationship Management 

About: International Journal of Electronic Customer Relationship Management is an academic journal published by Inderscience Enterprises Ltd.. The journal publishes majorly in the area(s): Customer relationship management & Customer retention. It has an ISSN identifier of 1750-0664. Over the lifetime, 205 publications have been published receiving 1579 citations. The journal is also known as: IJECRM.

Web 2.0 in the CRM domain: defining social CRM

Abstract: Businesses are becoming more customer-centric and see a need to address customers more individually. An opportunity is identified in Web 2.0 technologies. Both CRM and Web 2.0 have been researched broadly in the past years, but not their potentially successful combination, which we call ‘social CRM’. It is a CRM strategy which encourages customer collaboration and involvement. Based on empirical research we found that Web 2.0 services add value in every domain of the CRM environment, depending on the type of service at hand. Most value is added in the marketing domain of CRM. Social networks, blogs, and multimedia sharing add most value across all domains. This research defines social CRM and presents a new model that depicts the fundamental aspects of social CRM in four layers. We conclude with suggestions for further research in this emerging research domain.

New determinants of ease of use and perceived usefulness for mobile banking adoption

Abstract: This research centres the variables affecting the intention of individuals to continue using mobile banking in Pakistan through using a model of technology acceptance model (TAM). Relevant information was collected through a structured instrument while the sample size included 300 users of mobile banking. Furthermore, statistical tools applied as a part of a study were reliability analysis and partial least square-SEM = Structural Equation Modelling in order to check the effect of those factors with the intention of the users. Outcomes suggest that resistance is significantly and negatively associated with perceived ease of use while it is significantly and positively associated with perceived usefulness. Also, perceived risk and compatibility have positive significant relationships with both perceived ease of use and perceived usefulness. However, awareness is positively and significantly connected with perceived ease of use and an insignificant relationship with perceived usefulness. Perceived ease of use has a significant positive relationship with both perceived usefulness and attitude, while perceived usefulness has a positive significant relationship with attitude and intention towards adopting mobile banking. Finally, attitude is also positively and significantly linked with the intention of using mobile banking. The results of this study provide useful information about the users' pattern of using the technology, which will be helpful for the financial institutions.

Understanding the impact of service convenience on customer satisfaction in home delivery: evidence from Pakistan

Abstract: The purpose of this study is to find out the impact of five types of service convenience namely decision, access, transaction, benefit and post-benefit on customer satisfaction in home delivery service of online retailing. Service convenience model is applied to identify the consumer's experience regarding different conveniences encountered at different stages of home delivery. For that purpose, the data was collected from 230 consumers who had experienced the home delivery service during online shopping. After applying EFA, regression analysis has been performed as a statistical technique to test the hypotheses. The result of the study shows that all the independent variables are having a positive and significant impact on customer satisfaction except the one which is access convenience. This shows that accessibility to service provider does not affect customer satisfaction as they are considering online shopping as an efficient virtual store, where they can complete the purchasing process by themselves. It is recommended that online retailers should have to focus in providing convenience services in order to increase customer satisfaction.

The influence of hedonic motivation, self-efficacy, trust and habit on adoption of internet banking: a case of developing country

Abstract: The purpose of this study is to analyse the untouched dimensions of internet banking acceptance by following a more comprehensive approach to address internet banking intention adoption. CFA and SEM analyses have been used to analyse the data collected from university students. The study strives to examine the role of hedonic motivation, self-efficacy, trust, habit and behavioural intention variables in predicting individuals' adoption of internet banking. The empirical findings established the significant and positive contribution of hedonic motivation (HM) on trust (T). Along with this, hedonic motivation (HM), trust (T), self-efficacy (SE) and habit (H) showed a positive and significant impact on behavioural intention (BI). Finally, results revealed that habit (H) and behavioural intention (BI) have a significant and positive impact on the user's intention to adopt internet banking (A). Therefore, it can be recommended that banks need to improve their customers' skills with respect to internet banking usage. Furthermore, the banks should change their internet banking screens and should switch to more innovative interface in order to attract customers towards internet banking. The present study provided an all-inclusive approach by incorporating existing literature on internet banking which emphasises greatly on the perception aspects of technology and hardly studies the impact of these variables.

A Critical Success Factor model for CRM implementation

Abstract: Customer Relationship Management (CRM) implementation has been a daunting and exhaustive experience for many organisations. Managers and decision makers find that there is no one 'fixed formula' to guarantee its success. This paper draws from CSF models in ERP implementation and project management, determining their applicability to successful CRM implementation in a B2B context. Eight companies who implemented CRM were scrutinised, in which overlapping issues with ERP Implementation and project management were analysed. This analysis was the foundation of a CSF model for CRM implementation, providing a list of strategic and tactical CSFs that are present when undergoing such a process.