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Effect of Electronic Customer Relations Management on Performance of Commercial State Corporations in Trans Nzoia County, Kenya
Subject area: Science,Engineering and Technology · Area of research: Entrepreneurship
Abstract
The National ICT Policy (2016) acknowledges that state-owned enterprises can enhance their sourcing, sales, and logistics systems, streamline their operations, and strengthen their marketing, research, and innovation capabilities by utilizing the Internet's potential. It is from this backdrop that the study sough to establish the effect of electronic customer relations management on performance of commercial state corporations in Trans Nzoia County, Kenya. The study adopted innovation diffusion, technology acceptance model and task-technology fit model theories. Descriptive research design was used to establish the relationship between variables. A pilot study was carried out at Post Bank Kenya Kitale Branch to enable computations for validity and reliability reliable and valid. The study used census sampling technique to convert the whole study population into sample size. The study findings established that electronic customer relations management, plays a substantial role in predicting the performance of commercial state corporations in Trans Nzoia County. The study concluded that there is a significant positive effect between e-business and performance of commercial state corporations in Trans Nzoia County. The study recommends that these corporations enhance their electronic customer management practices to boost organizational performance.
Keywords
Organizational Performance, Electronic Customer Relations Management
How to cite this paper
@article{1705126,
author = {Koskei Justus Kiptanui, Dr. Sylvia Chepkosgey Chumo},
title = {Effect of Electronic Customer Relations Management on Performance of Commercial State Corporations in Trans Nzoia County, Kenya},
journal = {Iconic Research And Engineering Journals},
year = {2023},
volume = {7},
number = {4},
pages = {222-227},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/17051261.pdf},
abstract = {The National ICT Policy (2016) acknowledges that state-owned enterprises can enhance their sourcing, sales, and logistics systems, streamline their operations, and strengthen their marketing, research, and innovation capabilities by utilizing the Internet's potential. It is from this backdrop that the study sough to establish the effect of electronic customer relations management on performance of commercial state corporations in Trans Nzoia County, Kenya. The study adopted innovation diffusion, technology acceptance model and task-technology fit model theories. Descriptive research design was used to establish the relationship between variables. A pilot study was carried out at Post Bank Kenya Kitale Branch to enable computations for validity and reliability reliable and valid. The study used census sampling technique to convert the whole study population into sample size. The study findings established that electronic customer relations management, plays a substantial role in predicting the performance of commercial state corporations in Trans Nzoia County. The study concluded that there is a significant positive effect between e-business and performance of commercial state corporations in Trans Nzoia County. The study recommends that these corporations enhance their electronic customer management practices to boost organizational performance.},
keywords = {Organizational Performance, Electronic Customer Relations Management},
month = {October},
}