English  |  正體中文  |  简体中文  |  Items with full text/Total items : 2737/2828
Visitors : 267545      Online Users : 8
RC Version 4.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Adv. Search
LoginUploadHelpAboutAdminister

Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/2226

Title: Factors Impacting the Effectiveness of CRM Implementation at Enterprises Nam Dinh Province, Vietnam
Factors Impacting the Effectiveness of CRM Implementation at Enterprises Nam Dinh Province, Vietnam
Authors: 範青心
Pham Thanh Tam
Contributors: 資訊管理系碩士班
Keywords: CRM;IS Success Model;The D&M IS success mode
CRM;IS Success Model;The D&M IS success mode
Date: 2010
Issue Date: 2011-05-26 11:18:45 (UTC+8)
Publisher: 高雄市:[樹德科技大學資訊管理系碩士班]
Abstract: In highly competitive environment, businesses are now addressing how to transform their approach to customer management: business needs to understand their customers better, know who are the most profitable customers, and how to best retain those customers. Traditional marketing which bases on a narrow definition is being replaced by a new study of cross-unit, multi-functional marketing which is CRM (Adrian Payne, 2008).
Customer Relationship Management (CRM) was a concept that first made a huge impact on the business world in the 1990’s, with the promise of fundamentally changing the way all businesses - small and large - interacted with their customer. Today, there are many research about CRM, CRM evaluating, CRM implementing…To find factors impacting the effectiveness of CRM Implementation, Serafeimidis (2000) suggested to apply IS success model, especially the success of CRM, is an adequate evaluation method needs to incorporate diverse measures of the different levels of IS success.
The purpose of this study is to gain status and the needs of applying CRM at enterprise in Nam Dinh province and to get factors which impact of CRM implementing. Developing and testing hypotheses by using survey data from 70 enterprises of Nam Dinh province in Viet Nam. This study employed SPSS 13.0 to analyze the collected data to test the relationships among factors and all items require five-point Likert-scale.
The results indicate the positive relationships among factor: Information quality, System quality, Service quality, Use, User Satisfaction and Benefits of E-Learning System.
In highly competitive environment, businesses are now addressing how to transform their approach to customer management: business needs to understand their customers better, know who are the most profitable customers, and how to best retain those customers. Traditional marketing which bases on a narrow definition is being replaced by a new study of cross-unit, multi-functional marketing which is CRM (Adrian Payne, 2008).
Customer Relationship Management (CRM) was a concept that first made a huge impact on the business world in the 1990’s, with the promise of fundamentally changing the way all businesses - small and large - interacted with their customer. Today, there are many research about CRM, CRM evaluating, CRM implementing…To find factors impacting the effectiveness of CRM Implementation, Serafeimidis (2000) suggested to apply IS success model, especially the success of CRM, is an adequate evaluation method needs to incorporate diverse measures of the different levels of IS success.
The purpose of this study is to gain status and the needs of applying CRM at enterprise in Nam Dinh province and to get factors which impact of CRM implementing. Developing and testing hypotheses by using survey data from 70 enterprises of Nam Dinh province in Viet Nam. This study employed SPSS 13.0 to analyze the collected data to test the relationships among factors and all items require five-point Likert-scale.
The results indicate the positive relationships among factor: Information quality, System quality, Service quality, Use, User Satisfaction and Benefits of E-Learning System.
Appears in Collections:[資訊管理系(所)] 博碩士論文

Files in This Item:

File Description SizeFormat
index.html0KbHTML1106View/Open
stu-99-s97731420-1.pdf全文1093KbAdobe PDF789View/Open
Factors Impacting the Effectiveness of CRM Implementation at Enterprises Nam Dinh Province, Vietnam__臺灣博碩士論文知識加值系統.htm國圖105KbHTML478View/Open


All items in STUAIR are protected by copyright, with all rights reserved.

 


無標題文件

著作權政策宣告:

1.

本網站之數位內容為樹德科技大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
 
2. 本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本校護人員(clairhsu@stu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
 
DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback