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 12Â 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 |