Sport Management Journal

A Study of the Barriers to Electronic Customer Relationship Management (E-CRM) in Sport and Youth Offices in South Khorasan Province

Document Type : Research Paper

Authors

Jafar Khoshbakhti 1
davood moodi 2

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

https://doi.org/10.22059/jsm.2017.64715
Abstract
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.

Keywords

electronic customer
Information Technology
Management
social
structural
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Sport Management Journal
Volume 9, Issue 3
Autumn 2017
Pages 459-470

  • Receive Date 25 July 2015
  • Revise Date 22 July 2016
  • Accept Date 10 August 2016

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