The following section introduces our theoretical framework with eight key
constructs that based on knowledge management, customer relationship management
and technology acceptance theory. Overall, we hypothesize a causal chain leading
from quality of technology system that influence to belief of users to system,
knowledge sharing behavior and customer relationship management. We collected
data from banking industry in Vietnam by using a mailed questionnaire survey, and
we test the model and hypotheses using a Structural Equation Modeling (SEM)
approach. Finally, the research finding and conclusions are discussed.