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The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services

Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by c...

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Main Authors:	Wahab, Samsudin, Kamaruzaman, Jusoff, Al Momani, Khaled Abed Mufleh, Mohd Noor, Nor Azila
Format:	Article
Language:	English
Published:	Academic Journals 2011
Subjects:	HD28 Management. Industrial Management T Technology (General)
Online Access:	http://repo.uum.edu.my/5124/1/Wa.pdf http://repo.uum.edu.my/5124/ http://www.academicjournals.org/AJBM/PDF/pdf2011/4Jan/Wahab%20et%20al.pdf
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id	my.uum.repo.5124
record_format	eprints
spelling	my.uum.repo.51242016-04-24T08:20:37Z http://repo.uum.edu.my/5124/ The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services Wahab, Samsudin Kamaruzaman, Jusoff Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila HD28 Management. Industrial Management T Technology (General) Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty.Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction.The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry.Four hundreds and eighty eight set of questionnaires have returned and analyzed.Two factors been tested to investigate the relationship with E-CRM performance.The analysis shows that usability was positively significant towards E-CRM performance.Enjoyment has failed to predict E-CRM performance.Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability.Somehow, future research must investigate other factors as the antecedent for ECRM performance.Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result. Academic Journals 2011-01-04 Article PeerReviewed application/pdf en http://repo.uum.edu.my/5124/1/Wa.pdf Wahab, Samsudin and Kamaruzaman, Jusoff and Al Momani, Khaled Abed Mufleh and Mohd Noor, Nor Azila (2011) The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services. African Journal of Business Management , 5 (1). pp. 128-134. ISSN 1993-8233 http://www.academicjournals.org/AJBM/PDF/pdf2011/4Jan/Wahab%20et%20al.pdf
institution	Universiti Utara Malaysia
building	UUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Utara Malaysia
content_source	UUM Institutionali Repository
url_provider	http://repo.uum.edu.my/
language	English
topic	HD28 Management. Industrial Management T Technology (General)
spellingShingle	HD28 Management. Industrial Management T Technology (General) Wahab, Samsudin Kamaruzaman, Jusoff Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
description	Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty.Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction.The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry.Four hundreds and eighty eight set of questionnaires have returned and analyzed.Two factors been tested to investigate the relationship with E-CRM performance.The analysis shows that usability was positively significant towards E-CRM performance.Enjoyment has failed to predict E-CRM performance.Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability.Somehow, future research must investigate other factors as the antecedent for ECRM performance.Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result.
format	Article
author	Wahab, Samsudin Kamaruzaman, Jusoff Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila
author_facet	Wahab, Samsudin Kamaruzaman, Jusoff Al Momani, Khaled Abed Mufleh Mohd Noor, Nor Azila
author_sort	Wahab, Samsudin
title	The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
title_short	The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
title_full	The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
title_fullStr	The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
title_full_unstemmed	The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services
title_sort	influence of usability and enjoyment on electronic customer relationship management performance in jordan mobile communication services
publisher	Academic Journals
publishDate	2011
url	http://repo.uum.edu.my/5124/1/Wa.pdf http://repo.uum.edu.my/5124/ http://www.academicjournals.org/AJBM/PDF/pdf2011/4Jan/Wahab%20et%20al.pdf
_version_	1644278925571915776
score	13.211869

The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services

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