Національна академія керівних кадрів культури і мистецтв
Abstract
Abstract. Today, increasingly enhanced competition in the world has encountered companies with animportant issue, which is how to use IT to improve the quality of services. SCRM technology system is an innovative technology, which facilitates the process of access to develop and maintain customer relationships more efficiently and effectively. The research has been study the factors affecting the acceptance of using SCRM technology system in automotive companies. The research was descriptive-survey research. The statistical population included all employees of Pars Khodro Automobile Company. In total, 240 employees were selected as the sample by simple sampling method to participate in the research. Descriptive statistics and inferential statistics (structural equation modeling) have been used to analyze data. According to the research results, it can be said that technical, organizational, environmental, and management characteristics have a positive and significant effect on the acceptance of using social customer relationship management.Keywords: Social Networks, Customer Relationship Management (CRM), Social Customer RelationshipManagement (SCRM)
