Examining The Correlation Between Information Technology, Innovation, Customer Relationship Management, Environmental Compliance, And Organizational Performance: Evidence In Vietnam.

Abstract

Purpose – This paper is a preliminary attempt to examine how information technology (IT) affects the relationship between organizational performance and innovation when it comes to the engagement with environmental compliance. This paper also aims to analyze how organizational performance is affected by customer relationship management (CRM). Design/methodology/approach – This study utilizes a quantitative approach, with 110 responses collected from questionnaires distributed to large, and small and medium-sized enterprises (SMEs) in Vietnam, applying convenience sampling approaches. The structural analysis for this study was carried out using PLS-SEM modeling. Findings – IT has positive effect on organizational performance as well as innovation and CRM. Also, firm innovation and environmental compliance enhance the performance of an organization. Originality/ value – While earlier studies had focused on the impact of IT on organizational performance, as well as the impact of firm innovation and CRM on performance, this study makes a unique contribution by discovering these relationships concurrently in Vietnamese context. Furthermore, this study provides useful insights for Vietnamese organizations looking to improve their performance through IT, innovation, customer management, and environmental compliance.