Internal model control (IMC) based tuning of PID controller for a non-adiabatic CSTR operating at unstable steady state

  • Authors

    • Durga Prasad UKM university Malaysia
    • Khairul Azmi Abu Bakar
    • Munna Kumar
    • Nurhizam Safie Mohd Satar
    • K. Sriram
    • Anupam Srivastav
    • S. N. Upadhyay
    • Ram Sharan Singh
    https://doi.org/10.14419/ijet.v7i4.17674

    Received date: August 16, 2018

    Accepted date: January 16, 2019

    Published date: June 30, 2019

  • CSTR, IMC-PID, Tuning, Unstable, Multiple Steady –state.

  • Abstract

    Electronic customer relationship management (E-CRM) is a modern tool to secure and maintain competitive advantage that focuses on customers. Telecommunication companies nowadays are attentive to the employees, in their effort to enhance job satisfaction through the development of E-CRM. This study aims to integrate theories for a development model to enhance employee satisfaction in telecommunication companies that employed the method of summarizing theoretical reviews. This study contributed to the knowledge in the domain of E-CRM and the success factors in organizations. Therefore, it is important to improve a readily available model that combines every theory that correlated with the current study. The adopted model in telecommunication companies ensures the successful adoption of E-CRM that affects employee satisfaction and enhances individual performance. Additionally, this study contributed to the improvement of an integrated model that combines technology, organization, and individual factors influencing telecommunication companies in developing countries.

  • References

    1. F. N. Jaber and L. Simkin, “Understanding customer relationship management (CRM) adoption in an Arab Middle Eastern context,” Behav. Inf. Technol., vol. 36, no. 10, pp. 1020–1036, 2017. https://doi.org/10.1080/0144929X.2017.1332098.
    2. W. T. V. and J. G.-B. Óscar Gonalez-Benito, “CRM Technology: Implementation Project and Consulting Services as Determinants of Success,” Int. J. Inf. Technol. Decis. Mak, vol. 16, no. 02, pp. 421–441, 2017. https://doi.org/10.1142/S0219622017500067.
    3. Y. H. Al-Mamary, A. Shamsuddin, N. A. A. Hamid, and M. H. Al-Maamari, “Issues Related to Employees at Telecommunication Companies in Yemen and the Role of Management Information Sys-tems in Solving It,” Int. J. Hybrid Inf. Technol., vol. 8, no. 12, pp. 377–390, 2015. https://doi.org/10.14257/ijhit.2015.8.12.29.
    4. F. Davis, “Perceived usefulness, perceived ease of use, and user ac-ceptance of information technology,” MIS Q., vol. 13, no. 3, pp. 319–340, 1989. https://doi.org/10.2307/249008.
    5. R. S. Winer et al., “MASTER’ S THESIS Customer Relationship Management,” Eur. Manag. J., vol. 28, no. 2, pp. 153–167, 2010.
    6. E. R. DeLone, W. H. and McLean, “Information systems success: The quest for the dependent variable,” Inf. Syst. Res., vol. 3, no. 1, pp. 60–95, 1992. https://doi.org/10.1287/isre.3.1.60.
    7. S. Petter, W. Delone, and E. Mclean, “Measuring information sys-tems success : models, dimensions, measures, and interrelationships,” no. December 2006, pp. 236–263, 2008.
    8. S. Petter, W. DeLone, and E. R. McLean, “Information Systems Success: The Quest for the Independent Variables,” J. Manag. Inf. Syst., vol. 29, no. 4, pp. 7–62, 2013. https://doi.org/10.2753/MIS0742-1222290401.
    9. C. Adalikwu and J. Adalikwu, “Electronic Customer Relationship Management and Consumer Behavior,” pp. 139–146, 2013.
    10. N. El Essawi and R. A. El Aziz, “Determining the main dimensions that affect e-customer relationship management readiness in the Egyptian banking industry,” vol. 6, 2012.
    11. Z. Ahmad Mohmmad Azzam and A. Professor, “The Impact of Cus-tomer Relationship Management on Customer Satisfaction in the Banking Industry –A Case of Jordan,” Eur. J. Bus. Manag, vol. 6, no. 32, pp. 2222–2839, 2014.
    12. R. W. Y. Yee, A. C. L. Yeung, and T. C. E. Cheng, “The impact of employee satisfaction on quality and profitability in high-contact ser-vice industries,” J. Oper. Manag., vol. 26, no. 5, pp. 651–668, 2008. https://doi.org/10.1016/j.jom.2008.01.001.
    13. Y. M. Wang, Y. S. Wang, and Y. F. Yang, “Understanding the de-terminants of RFID adoption in the manufacturing industry,” Tech-nol. Forecast. Soc. Change, vol. 77, no. 5, pp. 803–815, 2010. https://doi.org/10.1016/j.techfore.2010.03.006.
    14. J. Fjermestad and N. C. Romano, “Electronic customer relationship management: Revisiting the general principles of usability and re-sistance – an integrative implementation framework,” Bus. Process Manag. J., vol. 9, no. 5, pp. 572–591, 2003. https://doi.org/10.1108/14637150310496695.
    15. N. Ab Hamid, A. Cheng, and R. Akhir, “Dimensions of E-CRM: An Empirical Study on Hotels’ Web Sites,” J. Southeast Asian Res., vol. 2011, pp. 1–15, 2011. https://doi.org/10.5171/2011.820820.
    16. S. G. Aungst and D. T. Wilson, “A primer for navigating the shoals of applying wireless technology to marketing problems,” J. Bus. Ind.Mark. vol. 20, no. 2, pp. 59–69, 2005. https://doi.org/10.1108/08858620510583650.
    17. S. Teixeira, B. A. Agrizzi, J. G. P. Filho, S. Rossetto, and R. de L. Baldam, “Modeling and automatic code generation for wireless sen-sor network applications using model-driven or business process ap-proaches: A systematic mapping study,” J. Syst. Softw., vol. 132, pp. 50–71, 2017. https://doi.org/10.1016/j.jss.2017.06.024.
    18. M. M. Yusof, “A case study evaluation of a Critical Care Infor-mation System adoption using the socio-technical and fit approach,” Int. J. Med. Inform., vol. 84, no. 7, pp. 486–499, 2015.
    19. B. Mattiullah, “Examining Success of Land Record Information Sys-tems (LRMIS) in Pakistan: Validating an incorporated IS success model,” Eur. Sci. J., vol. 12, no. 2, pp. 258–289, 2016. https://doi.org/10.19044/esj.2016.v12n2p258.
    20. A. Dubey and A. K. Srivastava, “Impact of Service Quality on Cus-tomer Loyalty- A Study on Telecom Sector in India,” IOSR J. Bus-siness Manag, vol. 18, no. 2, pp. 45–55, 2016.
    21. J. Y. L. Thong, “Resource constraints and information systems im-plementation in Singaporean small businesses,” Omega, vol. 29, no. 2, pp. 143–156, 2001. https://doi.org/10.1016/S0305-0483(00)00035-9.
    22. J.-L. Hsiao, W.-C.Wu, and R.-F. Chen, “Factors of accepting pain management decision support systems by nurse anesthetists,” BMC Med. Inform. Decis. Mak, vol. 13, no. 1, p. 16, 2013. https://doi.org/10.1186/1472-6947-13-16.
    23. L. Eboli, Y. Fu, and G. Mazzulla, “Multilevel Comprehensive Eval-uation of the Railway Service Quality,” Procedia Eng., vol. 137, pp. 21–30, 2016. https://doi.org/10.1016/j.proeng.2016.01.230.
    24. C. Pinion et al., “The impact of job control on employee perception of management commitment to safety,” Saf. Sci., vol. 93, pp. 70–75, 2017. https://doi.org/10.1016/j.ssci.2016.11.015.
    25. S. H. Nikou, H. Bin Selamat, R. C. M. Yusoff, and M. M. Khiabani, “Electronic Customer Relationship Management, Customer Satisfac-tion, and Customer Loyalty: A Comprehensive Review Study,” Int. J. Manag. Econ. Invent. vol. 2, no. 12, pp. 1133–1144, 2016. https://doi.org/10.18535/ijmei/v2i12.02.
    26. I. C. Chang, H. G. Hwang, M. C. Hung, M. H. Lin, and D. C. Yen, “Factors affecting the adoption of electronic signature: Executives’ perspective of hospital information department,” Decis. Support Syst., vol. 44, no. 1, pp. 350–359, 2007. https://doi.org/10.1016/j.dss.2007.04.006.
    27. J. Nienhuis, “Using Change Management to Improve CRM User Acceptance,” pp. 1–78, 2014.
    28. R. Asadifard, S. H. Tabatabaeian, J. B. Sofi, and M. R. Taghva, “A model for investigating the stability factors in formal science and technology collaborative networks: A case study of Iran,” Technol. Forecast. Soc. Change, vol. 122, pp. 139–150, 2017. https://doi.org/10.1016/j.techfore.2016.07.039.
    29. M. K. Kim, M. C. Park, and D. H. Jeong, “The effects of customer satisfaction and switching barrier on customer loyalty in Korean mo-bile telecommunication services,” Telecomm. Policy, vol. 28, no. 2, pp. 145–159, 2004. https://doi.org/10.1016/j.telpol.2003.12.003.
    30. S. Petter, W. DeLone, and E. McLean, “Measuring information sys-tems success: Models, dimensions, measures, and interrelationships,” Eur. J. Inf. Syst., vol. 17, no. 3, pp. 236–263, 2008. https://doi.org/10.1057/ejis.2008.15.
    31. R. Feinberg and R. Kadam, “E‐CRM Web service attributes as de-terminants of customer satisfaction with retail Web sites,” Int. J. Serv. Ind. Manag., vol. 13, no. 5, pp. 432–451, 2002. https://doi.org/10.1108/09564230210447922.
    32. R. Hannachi, “Information Quality in Customer Relationship Man-agement,” vol. 15, no. 6, 2015.
    33. É. Maillet, L. Mathieu, and C. Sicotte, “Modeling factors explaining the acceptance, actual use and satisfaction of nurses using an Elec-tronic Patient Record in acute care settings: An extension of the UTAUT,” Int. J. Med. Inform., vol. 84, no. 1, pp. 36–47, 2015. https://doi.org/10.1016/j.ijmedinf.2014.09.004.
    34. V. Venkatesh and F. D. Davis, “A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies,” Manage. Sci., vol. 46, no. 2, pp. 186–204, 2000. https://doi.org/10.1287/mnsc.46.2.186.11926.
    35. T. Zhou, “Examining the critical success factors of mobile website adoption,” Online Inf. Rev., vol. 35, no. 4, pp. 636–652, 2011. https://doi.org/10.1108/14684521111161972.
    36. S. A. Jackson and H. W. Marsh, “Development and Validation of a Scale to Measure Optimal Experience: The Flow State Scale,” J. Sport Exerc. Psychol., vol. 18, no. 1, pp. 17–35, 1996. https://doi.org/10.1123/jsep.18.1.17.
    37. M. Mirmohammady and M. Beheshtifar, “Investigating the Relation-ship between Customer Relationship Management and Information Literacy with Job Performance of Tejarat Bank Branches in Ker-man,” no. 12, pp. 29–37, 2016.
    38. C. Liu and K. P. Arnett, “Exploring the factors associated with Web site success in the context of electronic commerce,” Inf. Manag., vol. 38, no. 1, pp. 23–33, 2000. https://doi.org/10.1016/S0378-7206(00)00049-5.
    39. U. Šebjan, S. Bobek, and P. Tominc, “Factors influencing attitudes towards the use of CRM’s analytical tools in organizations,” Organi-zacija, vol. 49, no. 1, pp. 28–41, 2016. https://doi.org/10.1515/orga-2016-0004.
    40. A. A. Mohammed, B. B. Rashid, and S. B. Tahir, “Customer rela-tionship management (CRM) technology and organization perfor-mance: Is marketing capability a missing link? An empirical study in the Malaysian hotel industry,” Asian Soc. Sci., vol. 10, no. 9, pp. 197–212, 2014. https://doi.org/10.5539/ass.v10n9p197.
    41. P. B. Seddon and B. Seddon, “of the and Extension A Respecifica-tion Model of IS Success and McLean DeLone,” vol. 8, no. 3, pp. 240–253, 2014.
    42. C. Tam and T. Oliveira, “Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective,” Comput. Human Behav, vol. 61, pp. 233–244, 2016. https://doi.org/10.1016/j.chb.2016.03.016.
    43. S. Venkatraman, R. P. Sundarraj, and R. Seethamraju, “Healthcare Analytics Adoption-Decision Model: A Case Study,” PACIS 2015 Proc., vol. 51, 2015.
    44. J. D’Ambra, C. S. Wilson, and S. Akter, “Application of the task-technology fit model to structure and evaluate the adoption of E-books by Academics: Application of the Task-Technology Fit Model to Structure and Evaluate the Adoption of E-Books by Academics,” J. Am. Soc. Inf. Sci. Technol., vol. 64, no. 1, pp. 48–64, 2013. https://doi.org/10.1002/asi.22757.
    45. Y. Yang, T. F. Stafford, and M. Gillenson, “Satisfaction with em-ployee relationship management systems: The impact of usefulness on systems quality perceptions,” Eur. J. Inf. Syst., vol. 20, no. 2, pp. 221–236, 2011. https://doi.org/10.1057/ejis.2010.69.
    46. H. Mueller and T. Nyfeler, “Quality in patent information retrieval - Communication as the key factor,” World Pat. Inf., vol. 33, no. 4, pp. 383–388, 2011. https://doi.org/10.1016/j.wpi.2011.06.012.
    47. L. M. Erlirianto, A. Holil, N. Ali, and A. Herdiyanti, “The Imple-mentation of the Human , Organization , and Technology – Fit ( HOT – Fit ) Framework to evaluate the Electronic Medical Record ( EMR ) System in a Hospital,” Procedia - Procedia Comput. Sci., vol. 72, pp. 580–587, 2015. https://doi.org/10.1016/j.procs.2015.12.166.
    48. T. Zhou, Y. Lu, and B. Wang, “Integrating TTF and UTAUT to explain mobile banking user adoption,” Comput. Human Behav., vol. 26, no. 4, pp. 760–767, 2010. https://doi.org/10.1016/j.chb.2010.01.013.
    49. T. Van Nguyen and C. H. Pham, “The Critical Success Factors for Implementation of Electric Customer Relationship Management in the Commercial Bank of Viet Nam,” Int. J. Financ. Res., vol. 7, no. 5, 2015.
    50. N. Urbach, S. Smolnik, and G. Riempp, “An empirical investigation of employee portal success,” J. Strateg. Inf. Syst., vol. 19, no. 3, pp. 184–206, 2010. https://doi.org/10.1016/j.jsis.2010.06.002.
    51. M. B. Ajoye, “INFORMATION SYSTEMS USER SATISFAC-TION : A SURVEY OF THE POSTGRADUATE SCHOOL PORTAL,” no. December, 2014.
    52. M. Almotairi, “Evaluation of the Implementation of CRM in Devel-oping Countries,” p. 165, 2010.
    53. G. A. Al-Weshah, E. Al-Manasrah, and M. Al-Qatawneh, “Custom-er relationship management systems and organizational performance: Quantitative evidence from the Jordanian telecommunication indus-try,” J. Mark. Commun, vol. 7266, pp. 1–21, 2018. https://doi.org/10.1080/13527266.2018.1449007.
    54. J. D’Ambra and C. S. Wilson, “Use of the world wide web for inter-national travel: Integrating the construct of uncertainty in information seeking and the Task-Technology Fit (TTF) model,” J. Am. Soc. Inf. Sci. Technol., vol. 55, no. 8, pp. 731–742, 2004. https://doi.org/10.1002/asi.20017.
    55. J. X. Zhou, M. J. Arnold, A. Pereira, and J. Yu, “Chinese consumer decision-making styles: A comparison between the coastal and inland regions,” J. Bus. Res., vol. 63, no. 1, pp. 45–51, 2010. https://doi.org/10.1016/j.jbusres.2009.01.010.
    56. S. Alshawi, F. Missi, and Z. Irani, “Organisational, technical and data quality factors in CRM adoption - SMEs perspective,” Ind. Mark. Manag., vol. 40, no. 3, pp. 376–383, 2011. https://doi.org/10.1016/j.indmarman.2010.08.006.
    57. M. G. Aboelmaged, “International Journal of Information Manage-ment Predicting e-readiness at firm-level : An analysis of technologi-cal , organizational and environmental ( TOE ) effects on e-maintenance readiness in manufacturing firms,” Int. J. Inf. Manage., vol. 34, no. 5, pp. 639–651, 2014. https://doi.org/10.1016/j.ijinfomgt.2014.05.002.
    58. N. Izzati, M. Adnan, and D. I. Jambari, “Mutual Understanding De-terminants for Effective Communication in Business and IT Strategic Alignment Planning,” Ijaseit, vol. 6, no. 6, pp. 914–921, 2016.
    59. S. San-Martín, N. H. Jiménez, and B. López-Catalán, “Los benefi-cios del CRM móvil para la empresa desde la perspectiva del market-ing relacional y el modelo TOE,” Spanish J. Mark. - ESIC, vol. 20, no. 1, pp. 18–29, 2016.
    60. F. B. ALHussan, F. B. AL-Husan, and C. C. Y. Fletcher-Chen, “Environmental factors influencing the management of key accounts in an Arab Middle Eastern context,” Ind. Mark. Manag., vol. 43, no. 4, pp. 592–602, 2014. https://doi.org/10.1016/j.indmarman.2014.02.008.
    61. A. Payne and P. Frow, “A Strategic Framework for Customer,” J. Mark., vol. 69, pp. 167–176, 2005. https://doi.org/10.1509/jmkg.2005.69.4.167.
    62. N. B. Chinje, “Customer Relationship Management (CRM) Imple-mentation within the Banking and Mobile Telephony Sectors of Ni-geria and South,” no. September, 2013.
    63. A. Day, S. N. Crown, and M. Ivany, “Organisational change and employee burnout: The moderating effects of support and job con-trol,” Saf. Sci., vol. 100, pp. 4–12, 2017. https://doi.org/10.1016/j.ssci.2017.03.004.
    64. J. Ranjan and V. Bhatnagar, “Information Management & Computer Security A holistic framework for mCRM – data mining perspective A holistic framework for mCRM – data mining perspective,” Inf. Manag. Comput. Secur. Ind. Manag. & Data Syst. Learn. Or-gan. J. Enterp. Inf. Manag., vol. 17, no. 5, pp. 151–165, 2009.
    65. A. Negahban, D. J. Kim, and C. Kim, “Unleashing the Power of mCRM: Investigating Antecedents of Mobile CRM Values from Managers’ Viewpoint,” Int. J. Hum. Comput. Interact. vol. 32, no. 10, pp. 747–764, 2016. https://doi.org/10.1080/10447318.2016.1189653.
    66. T. W. Gruen, J. O. Summers, and F. Acito, “Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations,” J. Mark., vol. 64, no. 3, pp. 34–49, 2000. https://doi.org/10.1509/jmkg.64.3.34.18030.
    67. C. Speier and V. Venkatesh, “of Sales Adoption,” J. Mark. Assoc., vol. 66, no. 3, pp. 98–111, 2012. https://doi.org/10.1509/jmkg.66.3.98.18510.
    68. T. Griffin, T. Curtis, and D. Barrere, “CRM in Russia and U.S. -- Case Study from American Financial Service Industry,” J. Technol. Res., vol. 1, no. April, pp. 2–15, 2009.
    69. D. Finnegan and L. Willcocks, “Knowledge sharing issues in the introduction of a new technology,” J. Enterp. Inf. Manag., vol. 19, no. 6, pp. 568–590, 2006. https://doi.org/10.1108/17410390610708472.
    70. J. V. Chen, R. J. M. Jubilado, E. P. S. Capistrano, and D. C. Yen, “Factors affecting online tax filing - An application of the IS Success Model and trust theory,” Comput. Human Behav, vol. 43, pp. 251–262, 2015. https://doi.org/10.1016/j.chb.2014.11.017.
    71. C. Kim, I.-S. Lee, T. Wang, and M. Mirusmonov, “Evaluating ef-fects of mobile CRM on employees’ performance,” Ind. Manag. Da-ta Syst., vol. 115, no. 4, pp. 740–764, 2015. https://doi.org/10.1108/IMDS-08-2014-0245.
    72. A. Garrido-Moreno and A. Padilla-Meléndez, “Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors,” Int. J. Inf. Manage., vol. 31, no. 5, pp. 437–444, 2011. https://doi.org/10.1016/j.ijinfomgt.2011.01.002.
    73. M. Kim, J. Eun Park, A. J. Dubinsky, and S. Chaiy, “Frequency of CRM implementation activities: a customer‐centric view,” J. Serv. Mark., vol. 26, no. 2, pp. 83–93, 2012. https://doi.org/10.1108/08876041211215248.
    74. F. Sönmez, “Technology Acceptance of Business Intelligence and Customer Relationship Management Systems within Institutions Op-erating in Capital Markets,” Int. J. Acad. Res. Bus. Soc. Sci., vol. 8, no. 2, pp. 400–422, 2018. https://doi.org/10.6007/IJARBSS/v8-i2/3882.
    75. M. A. Hameed, S. Counsell, and S. Swift, “A conceptual model for the process of IT innovation adoption in organizations,” J. Eng. Technol. Manag. - JET-M, vol. 29, no. 3, pp. 358–390, 2012.
    76. N. Jafari Navimipour and Z. Soltani, “The impact of cost, technology acceptance and employees’ satisfaction on the effectiveness of the electronic customer relationship management systems,” Comput. Human Behav., vol. 55, pp. 1052–1066, 2016. https://doi.org/10.1016/j.chb.2015.10.036.
    77. V. Venkatesh, “Determinants of perceived ease of use: Integrating control, intrinsic motivationm and emotion into the Technology Ac-ceptance Model,” Inf. Syst. Res., vol. 11, no. 4, pp. 342–365, 2000. https://doi.org/10.1287/isre.11.4.342.11872.
    78. R. B. and C. Lillian, Journal of Research in Interactive Marketing. 2015.
    79. I. L. Wu and K. W. Wu, “A hybrid technology acceptance approach for exploring e-CRM adoption in organizations,” Behav. Inf. Tech-nol., vol. 24, no. 4, pp. 303–316, 2005. https://doi.org/10.1080/0144929042000320027.
    80. U. Šebjan, S. Bobek, and P. Tominc, “Organizational Factors Influ-encing Effective Use of CRM Solutions,” Procedia Technol., vol. 16, pp. 459–470, 2014. https://doi.org/10.1016/j.protcy.2014.10.113.
    81. K. Al-Momani, N. Azila, and M. Noor, “E-Service Quality, Ease of Use, Usability and Enjoyment as Antecedents of E-CRM Perfor-mance: An Empirical Investigation in Jordan Mobile Phone Ser-vices,” Asian J. Technol. Manag., vol. 2, no. 2, pp. 50–63, 2009.
    82. B. Kositanurit, K. M. Osei-Bryson, and O. Ngwenyama, “Re-examining information systems user performance: Using data mining to identify properties of IS that lead to highest levels of user perfor-mance,” Expert Syst. Appl., vol. 38, no. 6, pp. 7041–7050, 2011. https://doi.org/10.1016/j.eswa.2010.12.011.
    83. M. Igbaria, “End-user computing effectiveness: A structural equation model,” Omega, vol. 18, no. 6, pp. 637–652, 1990. https://doi.org/10.1016/0305-0483(90)90055-E.
    84. N. Marcu and G.-M. Meghisan, “Marketing Culture and Employee Responsibility Influence on Mobile Telecommunications Companies’ Turnover,” Procedia Econ. Financ., vol. 22, no. November 2014, pp. 277–281, 2015.
    85. A. Pandit and S. Vilches-montero, “Journal of Retailing and Con-sumer Services Are reward cards just a business deal ? The role of calculative versus emotional card commitment in driving store loyal-ty,” J. Retail. Consum. Serv., vol. 31, pp. 355–360, 2016. https://doi.org/10.1016/j.jretconser.2016.05.001.
    86. A. Ahani, N. Z. A. Rahim, and M. Nilashi, “Forecasting social CRM adoption in SMEs: A combined SEM-neural network method,” Comput. Human Behav., vol. 75, pp. 560–578, 2017. https://doi.org/10.1016/j.chb.2017.05.032.
    87. L. M. Erlirianto, A. H. N. Ali, and A. Herdiyanti, “The Implementa-tion of the Human, Organization, and Technology-Fit (HOT-Fit) Framework to Evaluate the Electronic Medical Record (EMR) Sys-tem in a Hospital,” Procedia Comput. Sci., vol. 72, pp. 580–587, 2015. https://doi.org/10.1016/j.procs.2015.12.166.
    88. C. Cook and B. Thompson, “Reliability and validity of servqual scores used to evaluate perceptions of library service quality,” J. Acad. Librariansh., vol. 26, no. 4, pp. 248–258, 2000. https://doi.org/10.1016/S0099-1333(00)00114-2.
    89. I. Ahmad and A. R. Chowdhury, “Electronic Customer Relationship Management (eCRM) - customers’ perception of value from eCRM features on airline e-ticketing Websites,” pp. 1–98, 2008.
    90. M. Hosseinianzadeh, “A Framework for e-CRM Implementation in Health Service Industry of a Developing Country,” vol. 4, no. 8, pp. 20–26, 2015.
    91. Abdulfattah, “The effect of electronic customer relationship on cus-tomer satisfaction a study in web banking in Saudi Arabia,” Phd the-sis, 2012.
    92. Z. Yang, M. Jun, and R. T. Peterson, “Scale development and man-agerial implications Measuring customer perceived online service quality Scale development and managerial,” 2010.
    93. C. Ho and Y. Wu, “Benchmarking performance indicators for banks,” Benchmarking An Int. J., vol. 13, no. 1/2, pp. 147–159, 2006.
    94. F. Abdulfattah, “University of Huddersfield Repository CUSTOM-ER SATISFACTION A STUDY ON WEB BANKING IN,” 2012.
    95. Y. S. Wang and Y. W. Liao, “The conceptualization and measure-ment of m-commerce user satisfaction,” Comput. Human Behav., vol. 23, no. 1, pp. 381–398, 2007. https://doi.org/10.1016/j.chb.2004.10.017.
    96. A. Kennedy, “Electronic Customer Relationship Management (eCRM): Opportunities and Challenges in a Digital World,” Irish Mark. Rev., vol. 18, no. 1, pp. 58–69, 2006.
    97. D. L. Goodhue and R. L. Thompson, “Task-Technology Fit and In-dividual-Performance,” Mis Q., vol. 19, no. 2, pp. 213–236, 1995. https://doi.org/10.2307/249689.
    98. R. Heeks, “Health information systems: Failure, success and improv-isation,” Int. J. Med. Inform., vol. 75, no. 2, pp. 125–137, 2006. https://doi.org/10.1016/j.ijmedinf.2005.07.024.
    99. J. Malá and Ľ. Černá, “FACULTY OF MATERIALS SCIENCE AND TECHNOLOGY IN TRNAVA INFORMATION QUALI-TY, ITS DIMENSION AND THE BASIC CRITERIA FOR AS-SESSING INFORMATION QUALITY,” no. 1, pp. 86–93, 2012.
    100. J. Dubihlela and P. Molise - Khosa, “Impact of e-CRM Implementa-tion on Customer Loyalty, Customer Retention and Customer Profit-ability for Hoteliers along the Vaal Meander of South Africa,” Medi-terr. J. Soc. Sci., vol. 5, no. 16, pp. 175–183, 2014.
    101. M. Kuegler, S. Smolnik, and G. Kane, “What’s in IT for employees? Understanding the relationship between use and performance in en-terprise social software,” J. Strateg. Inf. Syst., vol. 24, no. 2, pp. 90–112, 2015. https://doi.org/10.1016/j.jsis.2015.04.001.
    102. Y. Harb, “Electronic Customer Relationship Management (e-CRM) in Zain Company,” 2008.
    103. H. Ri, P. V. Lq, L. Egxo, D. D. Lql, and V. E. D. D. F, “5d]lodq $egxo .dglu,” vol. 211, pp. 1216–1222, 2015.
    104. S. Grandhi and R. Chugh, “Strategic Value of Mobile CRM Appli-cations: A Review of Mobile CRM at Dow Corning and DirecTV,” Int. Proc. Comput. Sci. Inf. Technol., vol. 36, no. Iciim, pp. 388–393, 2012.
    105. B. A. Akinnuwesi and S. O. Olabiyisi, “Participation, Software De-velopment Project, Software Developer, End-Users, Software Sys-tems 1. I,” pp. 1–25, 2013.
    106. M. M. Ayyash et al., “Understanding consumers’ continuance inten-tion towards mobile purchase: A theoretical framework and empirical study - A case of China,” Comput. Human Behav, vol. 5, no. 3, pp. 3865–3875, 2015.
    107. K. H. Kim, C. S.; Zhao, W. H. and Yang, “An Empirical Study on the Integrated Framework of e-CRM in Online Shopping: Evaluating the Relationships Among Perceived Value, Satisfaction, and Trust Based on Customers’ Perspectives,” J. Electron. Commer. Organ, vol. 6, no. 3, pp. 1–19, 2008. https://doi.org/10.4018/jeco.2008070101.
    108. M. Tarafdar and S. R. Gordon, “Understanding the influence of in-formation systems competencies on process innovation: A resource-based view,” J. Strateg. Inf. Syst., vol. 16, no. 4, pp. 353–392, 2007. https://doi.org/10.1016/j.jsis.2007.09.001.
    109. M. R. Kamal, D. Singh, V. Singh, and K. Ahmad, “Factors Influenc-ing Interdepartmental Information Sharing Practice In Electronic Government Agencies,” no. July, pp. 4–6, 2012.
    110. M. Ghobakhloo and S. Hong Tang, “The role of owner/manager in adoption of electronic commerce in small businesses,” J. Small Bus. Enterp. Dev., vol. 20, no. 4, pp. 754–787, 2013. https://doi.org/10.1108/JSBED-12-2011-0037.
    111. J. Suursalmi, “Applying change management theory to CRM imple-mentation : Case study on Organisation X,” 2016.
    112. C. Olupot and J. Noguera, “STUDY ON THE FACTORS AF-FECTING ADOPTION OF ELECTRONIC CUSTOMER RE-LATIONSHIP MANAGEMENT INFORMATION SYSTEMS IN UGANDAN SMES,” vol. 3, no. 2, pp. 37–47, 2014.
    113. P. J. H. Hu, T. H. K. Clark, and W. W. Ma, “Examining technology acceptance by school teachers: A longitudinal study,” Inf. Manag., vol. 41, no. 2, pp. 227–241, 2003. https://doi.org/10.1016/S0378-7206(03)00050-8.
    114. M. M. Yusof and K. A. B. D. Aziz, “EVALUATION OF OR-GANIZATIONAL READINESS IN INFORMATION SYSTEMS ADOPTION : A CASE STUDY,” vol. 4, no. 2, pp. 69–86, 2015.
    115. J. H. Yahaya, “The success factors and barriers of information tech-nology implementation in small and medium enterprises : an empiri-cal study in Malaysia Abdul Razak Hamdan and Aziz Deraman Yusmadi Yah Jusoh,” vol. 21, no. 4, pp. 477–494, 2016.
    116. S. Akter, J. D’Ambra, and P. Ray, “Development and validation of an instrument to measure user perceived service quality of mHealth,” Inf. Manag., vol. 50, no. 4, pp. 181–195, 2013. https://doi.org/10.1016/j.im.2013.03.001.
    117. J. Lian, D. C. Yen, and Y. Wang, “International Journal of Infor-mation Management An exploratory study to understand the critical factors affecting the decision to adopt cloud computing in Taiwan hospital,” Int. J. Inf. Manage., vol. 34, no. 1, pp. 28–36, 2014. https://doi.org/10.1016/j.ijinfomgt.2013.09.004.
    118. V. Arvidsson, J. Holmström, and K. Lyytinen, “Information systems use as strategy practice: A multi-dimensional view of strategic infor-mation system implementation and use,” J. Strateg. Inf. Syst., vol. 23, no. 1, pp. 45–61, 2014. https://doi.org/10.1016/j.jsis.2014.01.004.
    119. M. Rahmat, K. Ahmad, S. Idris, N. Faridatul, and A. Zainal, “Rela-tionship between employability and graduates ’ skill,” vol. 59, no. 2011, pp. 591–597, 2012.
    120. K. K. Y. Kuan and P. Y. K. Chau, “A perception-based model for EDI adoption in small businesses using a technology-organization-environment framework,” Inf. Manag., vol. 38, no. 8, pp. 507–521, 2001. https://doi.org/10.1016/S0378-7206(01)00073-8.
    121. K. J. Trainor, “Relating Social Media Technologies to Performance: A Capabilities-Based Perspective,” J. Pers. Sell. Sales Manag., vol. 32, no. 3, pp. 317–331, 2012. https://doi.org/10.2753/PSS0885-3134320303.
    122. A. Rapp, K. J. Trainor, and R. Agnihotri, “Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology,” J. Bus. Res., vol. 63, no. 11, pp. 1229–1236, 2010. https://doi.org/10.1016/j.jbusres.2009.11.002.
    123. N. Rahimiparvar, “eCRM FEATURES THAT AFFECT CUS-TOMER ATTITUDE TO LOYALTY : A CASE STUDY OF A SAMPLE OF 402 UNIVERSITY STUDENTS ENROLLED IN INTERNATIONAL PROGRAMS IN,” pp. 36–51, 2002.
    124. D. Gefen, “Reflections on the dimensions of trust and trustworthiness among online consumers,” ACM SIGMIS Database, vol. 33, no. 3, pp. 38–53, 2002. https://doi.org/10.1145/569905.569910.
    125. P. Charoensukmongkol and P. Sasatanun, “Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity,” Asia Pacific Manag. Rev., pp. 1–10, 2017.
    126. T. H. Nguyen and T. S. Waring, “The adoption of customer relation-ship management (CRM) technology in SMEs,” J. Small Bus. En-terp. Dev., vol. 20, no. 4, pp. 824–848, 2013. https://doi.org/10.1108/JSBED-01-2012-0013.
    127. F. Makoza and W. Chigona, “The livelihood outcomes of ict use in microenterprises: The case of south africa,” Electron. J. Inf. Syst. Dev. Ctries., vol. 53, no. 1, pp. 1–16, 2012. https://doi.org/10.1002/j.1681-4835.2012.tb00374.x.
    128. J. Sinisalo, “Article information ,” 2008.
    129. T. V. Mumford, M. A. Campion, and F. P. Morgeson, “The leader-ship skills strataplex: Leadership skill requirements across organiza-tional levels,” Leadersh. Q., vol. 18, no. 2, pp. 154–166, 2007. https://doi.org/10.1016/j.leaqua.2007.01.005.
    130. C. Olupot, M. G. Kituyi, and J. Noguera, “Factors Affecting the Adoption of Electronic Customer Relationship Management Infor-mation Systems in SMEs,” vol. 7, no. 2, pp. 25–45, 2014.
    131. W. J. Orlikowski, “Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations,” Organ. Sci., vol. 11, no. 4, pp. 404–428, 2000. https://doi.org/10.1287/orsc.11.4.404.14600.
    132. A Parasuraman, V. a Zeithaml, and L. L. Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Am. Mark. Assoc., vol. 49, no. 4, pp. 41–50, 1985.
    133. K. Lumpur and P. B. View, “The Impact of Knowledge Manage-ment on Customer Relationship Management,” no. January 2006, 2015.
    134. G. J. Avlonitis and N. G. Panagopoulos, “Antecedents and conse-quences of CRM technology acceptance in the sales force,” Ind. Mark. Manag, vol. 34, no. 4 SPEC ISS, pp. 355–368, 2005.
    135. P. Taylor, O. Kwon, K. Choi, and M. Kim, “User acceptance of context-aware services : self- efficacy, user innovativeness and per-ceived sensitivity on contextual pressure User acceptance of context-aware services : self-efficacy, user innovativeness and perceived sen-sitivity on contextual press,” no. November 2014, pp. 37–41, 2008.
    136. J. Bennett, P. L. Perrewé, G. C. Kane, S. P. Borgatti, and W. Per-formance, “Management information systems research center, uni-versity of minnesota,” vol. 35, no. 4, pp. 1063–1078, 2017.
    137. S. Hart, G. Hogg, and M. Banerjee, “Does the level of experience have an effect on CRM programs? Exploratory research findings,” Ind. Mark. Manag., vol. 33, no. 6, pp. 549–560, 2004. https://doi.org/10.1016/j.indmarman.2004.01.007.
    138. F. Karimi, D. C. C. Poo, and Y. M. Tan, “Clinical information sys-tems end user satisfaction: The expectations and needs congruencies effects,” J. Biomed. Inform. vol. 53, pp. 342–354, 2015. https://doi.org/10.1016/j.jbi.2014.12.008.
    139. S. Y. Hung, W. H. Hung, C. A. Tsai, and S. C. Jiang, “Critical fac-tors of hospital adoption on CRM system: Organizational and infor-mation system perspectives,” Decis. Support Syst., vol. 48, no. 4, pp. 592–603, 2010. https://doi.org/10.1016/j.dss.2009.11.009.
    140. C. Park and Y. Kim, “A framework of dynamic CRM: linking mar-keting with information strategy,” Bus. Process Manag. J., vol. 9, no. 5, pp. 652–671, 2003. https://doi.org/10.1108/14637150310496749.
    141. Hart Okorie Awa, “Article information ,” 2015.
    142. R. Scherer, F. Siddiq, and T. Teo, “Becoming more specific: Meas-uring and modeling teachers’ perceived usefulness of ICT in the con-text of teaching and learning,” Comput. Educ., vol. 88, pp. 202–214, 2015. https://doi.org/10.1016/j.compedu.2015.05.005.
    143. M. A. Dauwed, J. Yahaya, Z. Mansor, and A. R. Hamdan, “Human factors for IoT services utilization for health information exchange,” J. Theor. Appl. Inf. Technol., vol. 96, no. 8, pp. 2095–2105, 2018.
    144. G. J. Krishna and V. Ravi, “Evolutionary computing applied to cus-tomer relationship management: A survey,” Eng. Appl. Artif. Intell., vol. 56, pp. 30–59, 2016. https://doi.org/10.1016/j.engappai.2016.08.012.
    145. A. K. Y. Law, C. T. Ennew, and D. Mitussis, “Adoption of Cus-tomer Relationship Management in the Service Sector and Its Impact on Performance,” J. Relatsh. Mark. vol. 12, no. 4, pp. 301–330, 2013. https://doi.org/10.1080/15332667.2013.846204.
    146. A. V Gavrilov, I. I. Bezukladnikov, and M. V Kavalerov, “The Problem of Management and Monitoring in Distributed Telecommu-nication Systems,” pp. 140–143, 2017. https://doi.org/10.1109/EIConRus.2017.7910513.
    147. C. F. Chen and F. S. Chen, “Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists,” Tour. Manag, vol. 31, no. 1, pp. 29–35, 2010. https://doi.org/10.1016/j.tourman.2009.02.008.
    148. P. B. Seddon, “A respecification of the DeLone and McLean model of IS Success,” Inf. Syst. Res., vol. 8, no. 3, pp. 240–253, 1997. https://doi.org/10.1287/isre.8.3.240.
    149. R. M. Fuller, A. R. Dennis, R. M. Fuller, and A. R. Dennis, “Per-formance in Repeated Tasks Does It Matter ? The Impact of Task-Technolog Fit and Appropriation on Team Performance in Repeated Tasks,” vol. 20, no. 1, pp. 2–17, 2018.

  • Downloads

  • How to Cite

    Prasad, D., Azmi Abu Bakar, K., Kumar, M., Safie Mohd Satar, N., Sriram, K., Srivastav, A., N. Upadhyay, S., & Sharan Singh, R. (2019). Internal model control (IMC) based tuning of PID controller for a non-adiabatic CSTR operating at unstable steady state. International Journal of Engineering and Technology, 7(4), 6381-6390. https://doi.org/10.14419/ijet.v7i4.17674