Customer Acceptance Analysis of Customer Relationship Management (CRM) Systems in Automotive Company using Technology Acceptance Model (TAM) 2

The technological era in business competition requires creativity and innovation to create a successful company. CRM (Customer Relationship Management) is a system that aims, among others, to provide improving relations between the company and customers, so that the realization of integrated information is used to produce optimal services and obtain useful customer information so that customer needs can be met and encouraged to loyalty. In addition, CRM can be useful to improve efficiency and reduce operational costs of PT. Hasjrat Abadi (Tendean Branch). To support the success of PT. Hasjrat Abadi (Tendean Branch), this study will examine a CRM system to be applied to PT. Hasjrat Abadi (Tendean Branch) by integrating it into the Technology Acceptance Model (TAM) as a model that can be analyzed and understood so that later it can influence customers in the use of technology as an information system by using informational system variables. In this research, user acceptance has been reviewed based on 4 variables in TAM itself. PT. Hasjrat Abadi (Tendean Branch) has a problem where there is still a lack of customer demand for TOYOTA products. Therefore, the implementation of the TAM system for CRM will be pursued so that it can identify the customers of PT. Hasjrat Abadi (Tendean Branch) Manado who want to buy products from PT Hasjrat Abadi (Tendean Branch) Manado, and increase the selling value of the product.

[1]  Philip B. Crosby,et al.  Quality Is Free: The Art of Making Quality Certain , 1979 .

[2]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[3]  Fred D. Davis.  A technology acceptance model for empirically testing new end-user information systems : theory and results , 1985 .

[4]  Jennifer L. Hartnett,et al.  Managing Quality: The Strategic and Competitive Edge , 1988 .

[5]  Tyrone W. Jackson,et al.  Personalisation and CRM , 2007 .

[6]  James R. Evans,et al.  Total Quality: Management, Organization, and Strategy , 1993 .

[7]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[8]  Fred D. Davis,et al.  A Model of the Antecedents of Perceived Ease of Use: Development and Test† , 1996 .

[10]  Viswanath Venkatesh,et al.  Technology Acceptance Model 3 and a Research Agenda on Interventions , 2008, Decis. Sci..

[11]  Said S. Al-Gahtani,et al.  Attitudes, satisfaction and usage: Factors contributing to each in the acceptance of information technology , 1999, Behav. Inf. Technol..

[12]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[13]  Mohammad Nabil Almunawar,et al.  Improving Customer Service in Healthcare with CRM 2.0 , 2012, ArXiv.

[14]  Joseph Moses Juran,et al.  Quality-control handbook , 1951 .

[15]  P. Gupta,et al.  Firm growth and its determinants , 2013 .