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Table 2 Survey items, reliability, factor loadings and convergent validity

From: Diffusion of innovation: customer relationship management adoption in supply chain organizations

Construct (Reliability α)

Survey items

Indicator

Loadings (**p < 0.01)

Convergent validity (t-statistic)

Direct network externality (0.83)

My company would be willing to pay more for CRM system if more people use the system.

Dir1

0.80**

9.83

Having CRM system is a status symbol for my company.

Dir2

0.75**

8.77

Indirect network externality (0.85)

The more CRM applications available, the more valuable CRM is to my company.

Ind1

0.76**

9.03

The more CRM middleware available, the more value of CRM is to my company.

Ind2

0.78**

9.91

There are a lot of companies that have adopted CRM system.

Ind3

0.83**

11.25

The more companies which have CRM systems, the more valuable CRM system is to my company.

Ind4

0.80**

10.38

Intend to adopt (n/a)

How likely will your company adopt CRM system in the next 12 months?

Int1

n/a

n/a

System quality (0.91)

The data provided by CRM system is up-to-date enough for my purposes.

Curr

0.89**

16.35

The CRM system available to me is containing critical data that are very useful to me in my job.

Rdat

0.87**

15.21

The CRM system maintains data at an appropriate level of detail for my group’s tasks.

Rdet

0.83**

12.17

The exact definition of data fields relating to my tasks is easy to find out.

Mean

0.85**

13.36

Ease of use (0.84)

It is easy to learn how to use the CRM system.

Eou1

0.82**

11.34

The ERP system I use is convenient and easy to use.

Eou2

0.83**

12.12

There is a lot of training for me or my staff on how to find, understand, access of use the ERP system.

Tran

0.79**

10.84

System reliability (0.80)

The CRM system I use is not subjected to unexpected or inconvenient down times which makes it harder to do my work.

Reli1

0.78**

9.47

The CRM system I use is not subjected to frequent system problems and crashes.

Reli2

0.81**

10.38

Authorization (0.77)

Data that would be useful to me are available because I have the right authorization.

Aut1

0.75**

8.86

Getting authorization to access data that would be useful in my job is easy and convenient.

Aut2

0.68**

7.35