E-Readiness Assessment for Implementing of e-CRM (Case Study Islamic World Science Citation Center)

This study aimed to determine the e-readiness of the Islamic World Science Citation Center to implement electronic customer relationship management, and was conducted based on the components of a comprehensive model. The current research is conducted with a descriptive approach. The population included 31 employees of ISC Database. The instruments used in this study, was a five-point Likert scale questionnaire which face and content validity was confirmed by a number of experts and its reliability was measured by Cronbach's alpha 963/0. Also, in order to analyze the data different statistical techniques such as frequency, single -group t-test and Friedman test were used. Based on the findings, ISC in terms of components of organizational, human resources, information technology and communications and external environment has on average higher than medium 3. Therefore, based on the total averages obtained, ISC with an average of 3.20 has an e-readiness higher than average. The results indicate that ISC with high average of e-readiness has the possibility of implementing electronic customer relationship management.