The Customer Acceptance Towards Electronic Customer Relationship Management (eCRM) Elements On Terminal Bersepadu Selatan (TBS) Website

Nurul Syuhaida, Za'aba (2015) The Customer Acceptance Towards Electronic Customer Relationship Management (eCRM) Elements On Terminal Bersepadu Selatan (TBS) Website. Project Report. UTeM, Melaka, Malaysia. (Submitted)

Text (24 pages) The Customer Acceptance Towards Electronic Customer Relationship Management (eCRM) Elements On Terminal Bersepadu Selatan (TBS) Website 24 Pages.pdf - Submitted Version Download (470kB)

Abstract

Technological advances had profoundly changed the way consumer’s behavior in terms of products and services purchased. Nowadays, most Customer Relationship Management (CRM) programs, applications and services depend more heavily on Information Technology (IT) than in the past, as Terminal Bersepadu Selatan (TBS) is one of the organization who adapted CRM technology. These programs, software applications, and services constitute part of what was known as Electronic Customer Relationship Management (e-CRM). TBS organization becomes more efficient in managing their website and e-Ticket website which consist of buyer-seller relationships. The aims of this study was to determine the relationship between the customers acceptance factors with eCRM elements on TBS website and to investigate the most important customer acceptance factor contribute to eCRM elements on TBS website. This study was conducted by using descriptive study, which means the researcher has prepared the questionnaire that was answered the research questions in the end of this research. This research was conducted at TBS, Bandar Tasik Selatan, Kuala Lumpur and also UTeM City Campus, Melaka to 150 respondents. As from the construct independent variables, all variables were significant which are perceived usefulness, perceived ease of use and perceived compatibility except for one variable which is perceived communicability where it shows no significant relationship with the dependent variable, eCRM elements on TBS website. Finally, the most important factor contribute to eCRM elements on TBS website was perceived usefulness.

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