Variable

Statement

Studies

Cost Reduction(COS)

My cost of dealing with customer enquiries has been reduced using eCRM

(Kaplan and Haenlein, 2010) (Dwivedi et al., 2015) (Zhang et al., 2019) (Cui, 2016) (Kim and Shin, 2015)(Chung et al., 2017)

Cost of identifying new customers has been reduced through the use of eCRM

The use of eCRM has diminished customer awareness and training costs

eCRM is more effective than the alternative.

(Chong and Chan,2012) (Martins et al., 2016)

COVID-19 Awareness(COVID)

The COVID-19 lockdown made me find it more challenging to access basic needs.

(Kumar and Ayedee, 2021) (Bhardwaj et al., 2021) (Masood and Sonntag, 2020) (Zhao et al.,2020)

I am worried about COVID-19 occurring at my work.

There is considerable uncertainty when predicting how well the business will do because of COVID-19.

eCRM will be of great help in handling urgent requests from customers during the COVID-19 outbreak.

Digital Transformation(DX)

My company emphasizes the use of digital technology in its business activities.

(Warner and W?ger, 2018) (Fachrunnisa et al.,2020)

My company summarizes some of its business processes because it is switching to digital technology.

The company increases its mastery of digital technology in its business processes.

I am working from home because of COVID-19.

(Nagel, 2020) (Socio-Economic Panel, 2020)

Compatibility(COM)

eCRM is compatible with our company’s IT infrastructure

(Wang et al., 201) (Derham et al., 2011) (Yoon and Cho, 2020)

I use eCRM regularly for business purposes

My organization provides me support for getting training on eCRM

It is easy to integrate eCRM with our other existing systems.

Perceived Ease of Use(PEOU)

Overall, it is easy to learn eCRM

(Chatterjee and Kar, 2020) (Davis, 1989)  (Venkatesh et al.,2012)

It is easy to identify customer demand using eCRM

Information retrieval about a customer is easy using eCRM

Advertising products and services on eCRM is easy

Perceived Usefulness(PU)

eCRM is useful for business

eCRM is a valuable tool for marketing

eCRM enhances the productivity of the business

eCRM helps better query management

Intention to use eCRM(INTENTION)

To the extent possible, I would use eCRM functions (registration of customers, contact customers, promotions, customer analytics, etc.) to do different things.

(Wu and Wu, 2007) (Venkatesh and Bala, 2008)

I intended to use eCRM in my job as often as needed.

I intended to use eCRM in my job routinely.

I predict I would use eCRM on a tablet PC or smartphone.

(Karjaluoto et al.,2014) (Venkatesh and Bala, 2008)