Yayın: Evalution of System Success on CRM Applications
No Thumbnail Available
Tarih
2015
Yazarlar
Karahoca, Adem
Baklan Şen, Banu
Karahoca, Dilek
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayımcı
Global Journal onTechnology
Özet
"The purpose of this study is to observe sales process and measure of the system success on CRM applications
which are technologic innovation. In this study, DeLone and McLean [1] model is used in order to measure
system success. According to the indicators of this model, system quality, information quality, system use, user
satisfaction, individual affect and organizational affect are evaluated. The survey was made for this study. The
survey was performed for the CRM users in a private company in Turkey. A study area of the survey was
determined, before analyzing. Also, according to the departments, different IT projects were introduced.
Application of the survey has been carried out to 100 people. The data obtained from 100 people in total, were
analyzed with SPSS Statistical package. As a result of this study, system quality affects system use positively; user
satisfaction and system use directly affects organization impact. Firstly, the basic components of information
technology have been examined. The purpose of Information Technologies, the benefits and the problems of
implementation has been discussed. The concept of CRM which is composed by Information Technologies is
described. Moreover, DeLone and McLean Information System Success Model has been discussed and the
influence on the system has been explained. This study shows the researches and the users that The DeLone and
McLean model in what way and how affect the Information System Success in terms of individual and
organizational impact. The thesis addresses the people from information sector, the CRM users, the producers of
the CRM systems, consulting service providers and the people work in sales and the marketing field."
Açıklama
Anahtar kelimeler
CRM, DeLone and McLean Model, Information Technology, CRM Application Success