Evaluating the Success of a Customer Relationship System

The Case of an Auto Retail Business in Belize

Authors

Shanya Garnett University of Belize
Nareini Castillo University of Belize
Georgette Andrews University of Belize
Luby Godoy University of Belize

Keywords:

Customer relationship system, information system success model, perceived net benefits

Abstract

An extended amount of research has been conducted on auto retail business globally, however little research has been conducted in Belize to analyse customer relationship systems within the nation. A quantitative research was used to obtain information about the success of a relationship system through the aim of a survey, which was conducted throughout the month of April, 2017 at an auto retail business in three districts of Belize. The Delone and Mclean model which consists of six dimensions: information quality, system quality, service quality, use, user satisfaction, and perceived net benefit. Structural equation modelling techniques is applied to data collected by questionnaire. The findings about the customer satisfaction within the auto retail business shows that the system was moderately successful. This paper concludes by discussing the limitations of the study, which should be addressed in future research.