The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.

CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the...

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Autores principales:	Omar Hasan Salah, Zawiyah Mohammad Yusof, Hazura Mohamed
Formato:	article
Lenguaje:	EN
Publicado:	Public Library of Science (PLoS) 2021
Materias:	Medicine R Science Q
Acceso en línea:	https://doaj.org/article/8e93c8f95c09416788bf3e1e2ddb5a83
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spelling	oai:doaj.org-article:8e93c8f95c09416788bf3e1e2ddb5a832021-12-02T20:11:26ZThe determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.1932-620310.1371/journal.pone.0243355https://doaj.org/article/8e93c8f95c09416788bf3e1e2ddb5a832021-01-01T00:00:00Zhttps://doi.org/10.1371/journal.pone.0243355https://doaj.org/toc/1932-6203CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.Omar Hasan SalahZawiyah Mohammad YusofHazura MohamedPublic Library of Science (PLoS)articleMedicineRScienceQENPLoS ONE, Vol 16, Iss 3, p e0243355 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Medicine R Science Q
spellingShingle	Medicine R Science Q Omar Hasan Salah Zawiyah Mohammad Yusof Hazura Mohamed The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
description	CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.
format	article
author	Omar Hasan Salah Zawiyah Mohammad Yusof Hazura Mohamed
author_facet	Omar Hasan Salah Zawiyah Mohammad Yusof Hazura Mohamed
author_sort	Omar Hasan Salah
title	The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
title_short	The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
title_full	The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
title_fullStr	The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
title_full_unstemmed	The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.
title_sort	determinant factors for the adoption of crm in the palestinian smes: the moderating effect of firm size.
publisher	Public Library of Science (PLoS)
publishDate	2021
url	https://doaj.org/article/8e93c8f95c09416788bf3e1e2ddb5a83
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The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size.

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