Abstract—The fierce competition in F&B industry has led companies to look for new tools urgently, and the rapid progress of communication and information technology cause the concept of CRM occurred to assist companies attracting and retaining customers. However the failure rate of IS implementation was reported to be high and the failed reasons were not the same for different companies.
For giving assistance to F&B companies for successfully implementing CRM, this study aims to sum factors would impact the success of CRM implementation. By using questionnaire developed based on literatures review, and collecting data from famous F&B companies in Taiwan, 197 valid samples were gathered. Consequently, the EFA statistic technology was used to extract component, and five factors are extracted after an iterative analysis process. These five factors include both negative and positive aspects that respondents indicated that would influence the success of CRM implementation in their companies. Finally, practical and academic implications and recommendations are discussed at the end of this paper.

Index Terms—Customer relationship management, exploratory factor analysis, food and beverage industry, information technology.

Chien-Ta Bruce Ho, Jong-Min Denis Yang, Chi-Sheng Victor Hung are with the Institute of Technology Management, National Chung Hsing University, No.250, Guoguang Rd., South Dist., Taichung City, Taiwan.

Cite: Chien-Ta Bruce Ho, Jong-Min Denis Yang, Chi-Sheng Victor Hung, " The Factors of Information System Success: An Example of Customer Relationship Management Implementation in Food & Beverage Industry," International Journal of e-Education, e-Business, e-Management and e-Learning vol. 5, no. 3, pp.114-128, 2015.