Document Type : Research Paper


1 Associate Professor of Sport Management, Faculty of Physical Education and Sport Sciences, University of Birjand , Birjand, Iran

2 MSc of Sport Management, Faculty of Physical Education and Sport Sciences, University of Birjand, Birjand, Iran


This study aimed at investigating the barriers to implementing electronic customer relationship management (E – CRM) in Sport and Youth offices of South Khorasan province. The study was descriptive and survey. The population and sample consisted of all employees and managers of Sport and Youth offices of South Khorasan province (N=n=120). A questionnaire containing 15 items was used to collect data and to evaluate barriers to the implementation of (E-CRM) from various aspects. Validity was confirmed using factor analysis and construct validity was significant. The reliability was 0.86 using Cronbach's alpha. The questionnaires were distributed and 92 questionnaires were returned and evaluated. According to the results, the problems and barriers were divided into three categories: structural, social and information technology. Friedman test showed 12 main barriers to implementing (E-CRM) (m>3). The most important barriers included knowledge management (4), the initial cost of implementation (3.78), integrated utilities (3.61)… Therefore, Sport and Youth offices of South Khorasan province should employ knowledge management to implement (E-CRM) and revise social and structural aspects.


  1. اسکندری، مجتبی؛ پورسعید، سید مسعود (1389). «بررسی عوامل مرتبط با اجرای موفق مدیریت ارتباط با مشتری CRM»، مجلۀ علوم انسانی، سال هجدهم، ش 10، ص172-151.
  2. دهمرده، نظر؛ شهرکی، علیرضا؛ لکزائی، محمود (1389). «شناسایی و رتبه‌بندی عوامل تأثیرگذار در فرایند پیاده‌سازی سیستم مدیریت ارتباط با مشتری (شرکت سهامی مخابرات استان سیستان و بلوچستان)»، مجلۀ مدیریت صنعتی، سال پنجم، ش 11، ص 100-91.
  3. کاظمی، مریم (1390). موانع پیاده‌سازی مدیریت الکترونیکی ارتباط با مشتری در شرکت همکاراد سیستم، پایان‌نامۀ کارشناسی ارشد، دانشگاه علامه طباطبایی، دانشکدۀ حسابداری و مدیریت، ص30-70.
  4. ناظمی، اسلام؛ اورعی، محمدعلی (1386). نگرش راهبردی در توسعه، استقرار و استفاده از برنامه‌ریزی منابع سازمان در واحدهای صنعتی ایران، ص 4.
    1. Ameri, M., Sadeh, E., & Didehkhani, H. (2015). Review: Presenting Management Model of Relationship with Electronic Customer (e-CRM), Customer Satisfaction and Loyalty. Turkish Journal of Scientific Research. Vol, 2(2), 44-52.
    2. Awnish, K. (2015). “A STUDY ON E-CUSTOMER RELATIONSHIP MANAGEMENT, Abhinav National Monthly Refereed”, Journal of Research in Commerce & Management Volume 4, 30-37.
    3. Chang, H. H. (2007). Critical factors and benefits in the implementation of customer relationship management. Total Quality Management & Business Excellence, 18(5), 483.
    4. Dziugas M.& V.Kirsi. (2004). “The Challenges of Implementing The Electronie Customer Relationship”; Lappeenranta University of technology; finland; Availabe at: http://info Iut. 15-75.
    5. Ekradi, M. Hashemi, S.R. Hassani, S.R. (2014). “A Review of Electronic Customer Relationship Management Process and Its Impact on the Growth and Profitability of the organization”, Journal of Applied Environmental, and Biological Sciences,4(6), 204-214.
    6. Farhadi, f. Ghartemani, S. Raisi Wastegany, j.(2012). “Analyzing the Effects of e-CRM on customers Loyalty: A case study of Parsmodir Khazar Enterprise”, Advanced Research in Economic and Management Sciences (AREMS), Vol.7, 403-409.
    7. Guleri, T. (2000). “CRM throughout the enterprise: how to make it happen”, Call Center Solutions, 18, 44 – 46.
    8. John t. (2011). “Effects on Quality of E-CRM customer relationship.School of Management, Asian Institute of Technology”, Thailand Journal of Technology Management, 22( 2), 141-1.
    9. Kimiloglu & Zarali. (2009). “what singfiessuccess in e-CRM”, Marketing Intelligence &planning, 27.(2), 246-267.
    10. Liu, ch. Tseng, h. Chuang, l. Huang, ch. (2012). “A Study of the Impact of the e-CRM Perspective on Customer Satisfaction and Customer Loyalty-Exemplified by Bank Sinopac”, Journal of Economics and Behavioral Studies, 8 (4), 467-476.
    11. Nah, F. Lau, J. Kuang, J. (2001). “Critical Factors for Successful Implementation of Enterprise Systems”, Business Process Management Journal,.7(3), 285-296.
    12. Ross, D. (2005). “E-CRM from a supply Chain management perspective”, Information Systems Management, 4 (1), 132 – 146.
    13. Sin, L. (2005). "CRM: conceptualization and scale development", European Journal of Marketing, 39(11/12), 1264-1290.
    14. Thompson, E. (2001). “CRM program management: making the vision a reality”, In Presentations of the Conference on Making the Vision a Reality, Gartner Group, Paris, France, 205-224.
    15. Turban, E. king, D. Lee, J. Ting, P. (2010). "Electronic commerce”.A managerail perspective, 108-124.

20. Umble, E. J. Haft, R. R. & Umble, M. M. (2003). “Enterprise resource planning: Implementation procedures and critical success factors”, European journal of operational research, 146(2), 241-257.