A framework for the adoption of electronic customer relationship management information systems in uganda
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Date
2013
Authors
Olupot, Charles
Mayoka Kituyi, Geoffrey
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Abstract
This study proposes a framework for the adoption of Electronic Customer Relationship
Management (e-CRM) information systems in Uganda. Both qualitative and quantitative
research methods were used. Primary data were gathered from Small and Medium
Enterprises located in 30 districts of Uganda. A self-administered questionnaire was the main
data collection tool. Descriptive statistics were used to analyze data and refine the
requirements for adoption of e-CRM information systems. The findings indicate that for
successful adoption of e-CRM information systems, there should be user sensitization,
training and infrastructure. There is also need for top management support and an e-CRM
policy to guide usage. The most important features of e-CRM information systems were
identified as the ability to ensure customer privacy, presence of a Frequently Asked
Questions tool, and high speed. The proposed framework was developed based on Thong
(1999) Technology Organizational Environmental Management (TOEM), with refined
requirements from primary data. The developed framework was validated using a case study.
Validation results indicate that the framework is applicable and can help improve the
adoption of e-CRM information systems in Uganda.
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Keywords
e-CRM framework, e-CRM adoption, e-CRM in Uganda, TOEM, SME
Citation
Olupot,C.,Mayoka,K.G.(2013).A framework for the adoption of electronic customer relationship management information systems in Uganda ,58(3),1-19.