Document Type : Original Article


1 Department of Information Technology Management, Faculty of Management, Islamic Azad University, Electronically Branch, Tehran, Iran

2 Associate Professor, Department of Management, Faculty of Management and Accounting, Islamic Azad University, Shahre-Rey Branch, Tehran, Iran


The objective of the current study is the statement of the impact of organizational factors of customer relationship management (education-employee involvement-satisfaction) on CRM adoption in tax affairs organization. This research tries to evaluate the factors detected by the organization and offer the relationship between them under a conceptual model of CRM adoption and also using a technology acceptance model. This research is actually a correlating-study, but can be also considered as an applied research. It is cross-sectional in terms of time, is confined to Tehran in terms of place and is quantitative according to the type of data. The research instrument was a questionnaire whose degree of validity was determined by experts. Cronbach alpha is used for determining its reliability. The statistical population of this study consists of tax agents (employees) of the general office of large tax payers in Tehran. The statistical sample is chosen by a simple random sampling which according to cochran’s formula 140 persons were determined. Data analysis in the process of model formulation was done by the method of confirmatory factor analysis and structural equation, using LISREL software to assess its validity. According to the organizational factors of CRM (education-employee involvement-satisfaction), easy application and usefulness of customer relationship management has a positive and significant impact on CRM adoption which will lead to a better performance in the organization whenever the system is used. Research findings have shown that the adoption of CRM is confirmed in the study population and for this reason it has the potential to be used in the intended population; it was also revealed that in regard with the prioritization of variables, the easy application of customer relationship management will lead to its adoption by tax agents and expedite the performance of the organization.


Khaloozadeh Mobarakeh, M. et al. (2011), Using technology acceptance model for identifying the effective factors on e-tourism acceptance in Iran, First National Conference of computer and IT scholars.
Zamani, B.E. et al. (2012), Factors associated with the attitudes of Isfahan medical  students toward the acceptance of learning through mobile phones using technology acceptance model, EDC Journal of Medicine, Volume IX, Number II, pp. 110-117
Salimzadeh Bonab, S. (2010), A review of the effective factors on CRM adoption and its impact on staff satisfaction (A case-study of Petro Gas Parsa Company), PNU MA thesis.
Seyyed Javadian, S.R. (2003), Instructors Monthly Magazine, NO. 13 & 14, p. 26
Fatemi Shariiat Panahi, H. (2009), Providing a model for the impact of response to change factors on IT acceptance (Using a technology acceptance model), MA Thesis of Tehran University.
Nazemi, A. & Gorji, F. (2012), CRM ((From Theory to Practice)), Niaze-Danesh Publications, p.32
Hooman, H.A. (2005), Structural Equation Modeling Using LISREL Software, Samt Publications, First Editon.
  Avlonitis, G, J., & Panagopoulos, N, G, (2010), effective implementation of sales based CRM systems: theoretical and practical issues, International Journal of customer relationship marketing and management, volume1,Issue 1
Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 982-1003
Day, Gerorge S. (2002), The Market-Driven Organization, Direct Marketing,
Dickie, J. (2006). Demystifying CRM Adoption Rates. Customer Adoption Rates. Customer Relationship Management, 10 (7), 14
Dyche, J. (2002), The CRM Handbook. A business guide to customer relationship management. Boston: Addison-Wesely
Kim, J., Euiho S., and Hyunseok H. (2003), “ A model for evaluating the effectiveness of CRM using the balanced scorecard” Journal of interactive marketing 
17(2), 5-19
 Smith, K. (2002). Getting Payback from CRM. Webcast on CRM, November
Swift, R. S. (2001). Accelerating customer relationships using CRM and  relationship technologies.   London7 Prentice Hall.
Ballantine, J., Bonner, M., Levy, M., Martin, A., Munro, I. and powell, P. (1996). The 3-D model of information systems success: the search for the dependent variable continues. Information resources management journal, 9(4), PP.5-14
Berger, P.D., Bolton, R. V., Bowman, D., Briggs, E., Kumar, V., & Parasuraman, A. (2002). Marketing Actions and the value of customer assets, Journal of Service Research, PP.5
Brad Shaw D. & Brash C., (2001). Managing Customer Relationship Management In the E-Business World, How to Personalize Computer for Increased Profitability, PP.67-73
Buttle, F. (2004). Customer Relationship Management Concepts & Tools, PP.4-11, 29-30
Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13, 982-1003
Delone, W.H. and Mclean, E.R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research,3, pp.83,88
Delone, W.H., and Mclean, E.R. (2002). Information Systems Success Revisited, in proceedings of the 35th Hawaii International Conference on System Sciences (HICSS) (2002). Big Island, Hawaii: PP.238-249
Dickie, J. (2006). Demystifying CRM Adoption Rates. Customer Adoption Rates. Customer Relationship Management, 10 (7), 14
Galbereath J. & Rogers T., (1999). CRM: A leadership & motivation model for the twenty first century business: The TQM magazine, vol:11, No:3, pp: 161-171
Glasser, p.(1998). The knowledge Factor, CIO, 15 Dec., pp.1-9
Gohmann, S.F., Guan, j., Barker, R. M., & Faulds, D.J. (2005). Perceptions of Sales Force Automation: Differences between Sales Force and Management, 34(4), 337
Johansson, jan(2005), CRM in e-business, master thesis, lulea university 
Jung-Chi Pai, Fu-Ming Tu,(2010),   The acceptance and use of customer relationship management (CRM) systems:An empirical study of distribution service industry in Taiwan
K. Al-Momani, N.A.M. Noor, (2009). The Asian Journal of Technology Management Vol. 2 No. 2 pp. 50-64
Obeng,Thomas Kwaku(2006), Customer Relationship Management Implementation, Master thesis, lulea university, sweden
Reinartz, W., & Chugh, P. (2003). Lessons of CRM. International Journal of Customer Relationship Management, PP. 73
Richard, James E., Thirkell, Peter C. & Huff, Sid L., (2007). An Examination of CRM Technology Adoption & ITS Impact on Business – TO- Business Customer Relationships Total Quality Management & Business Excellence, October, Vol,18, No.8, PP.927
Roobinson, L., Marshall, G. W., & Stamps, M. B., (2005). Sales Force Use of Technology, Antecedents to Technology Acceptance. Industrial Marketing Management, 34(4), 407.
Sin, L.Y.M. Tse, A. C. B& Yim, F.H.K., (2005), CRM: Conceptualization & Scale Development, European Journal of Marketing, Vol.39 No.11/12, PP:1269
Strom, Fredrik (2002), Customer Relationship Management, Master thesis, Lulea university sweden