An analysis of the factors affecting the adoption of cloud consumer relationship management in the machinery industry in Taiwan

Abstract

In recent years, cloud computing services have developed rapidly and are being widely used, but most applications focus on consumers. However, a few successful cases of enterprise application systems have been constructed and adopted by companies. To understand the factors that affect the adoption by a company of cloud Customer Relationship Management (CRM), which is an enterprise application system, this study used a Technology Organization Environment Framework (TOE) as a theoretical framework, reviewed related literature on the relevant factors affecting the adoption of a cloud service, and then constructed a three-level hierarchical table of the factors. A pairwise comparison questionnaire was then designed and issued to top managers of firms in the machinery industry in Taiwan that have adopted cloud CRM. A fuzzy analytical hierarchy process (FAHP) was then used to calculate the weights of the factors, based on the returned questionnaires. The results show that enterprises in the machinery industry gave priority to the factor, ‘support of senior managers’, followed by the factors ‘organizational policies’ and ‘system information security’. Some implications of the findings are discussed, which can serve as a guide for the successful adoption of cloud CRM in machinery industry if firms allocate their resources appropriately to these important factors. These results can also be used by the service providers of cloud CRM to devise effective marketing strategies.

Analysis of Factors Influencing Hospitals’ Implementation of a Green E-Procurement System Using a Cloud Model

“…Following the FAHP, the weight of the factors considered by hospitals when implementing green e-procurement systems through a cloud model were determined based on the TOE framework. In the present study, a TOE hierarchical table of the factors when implementing the cloud computing service [34] was first established. A three-layer hierarchical factor table based on the TOE framework included a criteria layer, a sub-criteria layer, and a factor layer.…”

“…Basically, TOE in the criteria layer is the main framework. The technology facet mainly included system security, system quality, and system function in the sub-criteria layer [34]. The organization facet covered organizational support, organizational characteristics, and organizational readiness in the sub-criteria layer [34].…”

“…The technology facet mainly included system security, system quality, and system function in the sub-criteria layer [34]. The organization facet covered organizational support, organizational characteristics, and organizational readiness in the sub-criteria layer [34]. The environment facet also covered industrial environment, overall environment, and cloud service providers in the sub-criteria layer [34].…”

“…System security [34] Data access security [35][36][37][38] Information transmission security [36,38] Fallback cloud management security [39] System quality [34] Information system and communication stability [39] Information system integration [37,39,40] Information reliability [37] System function [34] Usefulness of system operations [36] System expandability [37] Ease to use of system operation [41] Organization Organizational support [34] Senior management [18,42] Employee acceptance [18,42] Interdepartmental coordination [18,43] Organizational characteristics [34] Organization scale [43] Innovative and design ability of organizational process [36,38] Organizational system [18] Organizational readiness [34] Organizational infrastructure [18] Degree of education training [35] Usable resource [18] Environment Industrial environment [34] Degree of industrial adoption [18,44] Development of cloud service industry [45] Pressure of market competition [18,43] Overall environment [34] Promotion of Government policy [44] Governme...…”

Pengukuran Kinerja Customer Relationship Management (Crm) Menggunakan CRM Scorecard Dan Omax

“…CRM membantu perusahaan dalam menghadapi tantangan serta mampu memenuhi harapan pelanggan (Fu dan Chang, 2015).…”