QUALITATIVE INVESTIGATION OF TAM
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Perceived usefulness was investigated in both the landscape assessment and during the
interviews (see Figures 13-14). Overwhelmingly, participants perceive CRM technologies as
useful. Survey participants were measured for perceived usefulness on a five-point Likert scale
with 1 = Not Useful at All, 2 = Not Very Useful, 3 = Somewhat Useful, 4 = Very Useful, and 5 =
Extremely Useful. For survey participants, the mean perceived usefulness score was found to be
4.47, indicating a fairly positive perspective regarding the utility and usefulness of CRM
technologies. The median perceived usefulness score was 5.0, and the mode of the dataset was
also 5. All interview participants were asked for their opinions on the perceived usefulness of
CRM technologies in their states. Interview participants reported it as useful (79%), not useful
(13%), and no response (8%). There were similar results from only participants who are
currently using CRM technologies that found the system useful (81%) and not useful (19%).
Figure 13: Perceived Usefulness — Interviews
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