Published Paper Details:

Electronic customer relationship management is now the tools and strategies for Logistics industry to increase service quality and customer satisfaction. Nowadays, in emerging countries, especially for the Logistics industry, organizations are performing application of e-CRM in the endeavor to offer high quality services to customers, but still at limited level. The study attempts to investigate the effect of e-CRM on customer intention in Vietnamese Logisticss. There are two research methodologies in this paper: qualitative and quantitative. Qualitative research is conducted by questionnaires from 10 customers and 10 key managers coming from Logistics enterprises in order to examine the factors affecting customer intention based on technology acceptance model (TAM) of Davis (1989). Quantitative method is qualified by a survey given to 417 randomly selected tourists. Data was collected and examined by CFA and SEM through AMOS 20.0. The results showed that both perceived usefulness and perceived ease of use significantly and directly impacted customer intention. Implications of this study are important for Logistics enterprises.