빅데이터 기반 m-CRM의 지각된 품질이 사용자만족과 지속적 사용의도에 미치는 영향 : 기술준비도의 조절효과

The purpose of this study is to investigate the effects of perceived quality of m-CRM on employee satisfaction and continuous use intention by dividing the quality dimension of m-CRM perceived by salespeople into information quality, system quality and service quality. The results of the analysis are as follows. First, reliability, situational appropriateness, infrastructure environment, immediate usability, and personalization had a positive effect on satisfaction, and the effect of data security on satisfaction was rejected. Second, Satisfaction has a positive effect on intention of continuous use. Third, the optimality in the effect of the independent variable on the satisfaction was shown to have a moderating effect only in the security. Fourth, the moderating effect of innovativeness among technological readiness, innovativeness has a moderating effect only on the condition that the situation appropriateness and the infrastructure environment satisfy.