Ease of use is defined as the degre

Ease of use is defined as the degree to
which a person believes that using an
information system would be free of effort. It
is one of the “classical” concepts in
information systems research (Davis 1989;
Sanders and Manrodt, 2003; Venkatesh, 2000).
A significant body of research in information
systems has accumulated evidence for the
existence of an effect of ease of use on initial
user acceptance and sustained usage of systems
(Venkatesh, 2000).
Some previous researchers have noted
perceived ease of use as the extent the person
accepts using services with no additional cost
(Davis et al., 1989; Al-Gahtani, 2001). Davis,
(1989); Davis et al., 1989) posits perceived
ease of use as the extent to which a person
believes that using a particular system will be
free of effort. .
Gefen and Straub, (2000) propose that the
significance of perceived ease of use will vary
with the type of task being addressed. They
hypothesize that ease of use will not have a
important influence on usage for something
that is task oriented, such as making a purchase
online, but will be significant in a task that is
more essential, such as gathering information.
The two constructs, perceived ease of use
and perceived usefulness proposed in TAM,
have been analyzed exclusively and used to
link with other external variables such as
system attributes and social norms, and are
proved as effectively predict the individual‟s
actual behavior from his/her behavioral
intention (Davis, 1989, 1993).
Furthermore, a study by Ramayah and Lo,
(2007) found that systems or technologies,
which appeared to be easy to use and easy to
understand, would be more useful from the
user‟s perspective. Bruggen and
Wierenga,(2005) hypothesize that ease of use
will be positively related to the individual
impact of CRM systems. The success of the
system used depends on the level of ease of use
of the system. In conclusion, it can be
concluded that ease of use is one of the
technology factor that plays significant role in
E-CRM performance. Therefore, this study
proposes ease of use as one of the antecedents
that influence E-CRM performance.