The mediating effect of output quality on the relationship between top management support and customer satisfaction on the implementation of customer relationship management system in public sector

Aim: Many benefits could be gained when implementing customer relationship management such as leading to increase customer satisfaction, customer loyalty and organization benefits. In addition, it helps the employees to organize their own activities, contacts and documents and provides reports and information for the organization that gives the opportunity and potential for the organization the edge on its competition to focus and see new products and markets. Purpose: The main purpose of this paper was to develop an understanding of the mediating effect of output quality on the relationship between top management support and customer satisfaction on implementation of customer relationship management. Methodology/Approach: The data collection of this study is a survey questionnaire, which is distributed to the employees who is working in organization implemented CRM system in public sector. The questionnaire that is used for the analysis is 356 cases. The data collected is tested and analyzed by using the SPSS and Partial Least Squares (PLS).Findings: The finding showed that the output quality is the important determinants of customer satisfaction of implementation of CRM system, and it mediates the relation between the independent variable (top management support) and the dependent variable (customer satisfaction of implementation of CRM system)

The effect of self-efficacy in the acceptance of information technology in the public sector

Purpose: In order for the organizations to realize the full benefits of the application of IT, it is important for those who have to use the technology to accept it. Knowing what makes employees accept or resist to some technology is important so that the investment made on the IT application yields a good and satisfactory return. The study is to test the success of the technology acceptance model in Yemen culture. In addition, This study aims to investigate the factors influencing the acceptance of technology in public sector such as individual differences(self-efficacy)in the theory of technology acceptance in order to provide better understanding for the factors influencing the acceptance of information technology among the individual perceptions. The study also aimed to highlight the role of of self-efficacy in facilitating information transaction between top management and government. Methodology: survey questionnaire was distributed to 53 government utilities and 357 cases were used in the analysis.Structural Equition Modeling AMOS 18 was used for the analysis of the proposed model.Findings the study confirmed the theory of TAM and showed its potential capability in the Middle East, particularly in Yemen.the study has provided empirical evidence for the positive effect of self-efficacy on the intention behaviour to use towards the actual usage for the technology throughout the positive effect on perceived usefulness and ease of use. Empirical evidence has shown that the employees and managers have the capability to use the technology.Significance: This study has provided empirical evidence for the effects of new technology determinants in the government sector. In particular, it has successfully revealed that computer self-efficacy is important determinants in influencing the adoption of technologies. Also for the practical usage, the study contributed to the empirical knowledge to increase the success rate for accepting or adopting the information technology in the government sector