A Model of Electronic Customer Relationship Management System Adoption In Telecommunication Companies

Abstract

Employee satisfaction is key to electronic–customer relationship management (E-CRM) systems in telecommunication companies. The purpose of this study is to investigate the direct and indirect effect of technological factors, individual factors, and organizational factors on employees' level of satisfaction. For this study, data was collected from 300 employees' workings in Malaysian telecommunication companies; and the data was analyzed using PLS-SEM. The findings revealed that technological, organizational, and individual factors are positively and significantly related to satisfaction and perceived usefulness. The results also supported the direct and positive relationship between perceived usefulness between employees' job satisfaction. The study has contributed to the body of literature by exploring the implications of various significant factors in terms of employee satisfaction. Besides, the management of the telecommunication companies may benefit from this study by adopting strategies that not only employee satisfaction but may also enhance the companies' performance. The limitations and the direction for future research are discussed in the end.