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研究生: 陳氏珠
研究生(外文): Tran Thi Chau
論文名稱: TheResource-BasedTheory(RBT)StudyinCapabilities-CRMPerformance:TheCaseStudyofVietnameseCommercialBanks
論文名稱(外文): The Resource-Based Theory (RBT) Study in Capabilities-CRM Performance: The Case Study of Vietnamese Commercial Banks
指導教授: 楊一峰
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 經營管理研究所
論文出版年: 99
畢業學年度: 98
語文別: 英文
論文頁數: 81
中文關鍵詞: Resource-Based Theory (RBT)Capability-CRM performanceHuman Resource CapabilityInformation Technology CapabilityCustomer Relationship Management (CRM).
外文關鍵詞: Resource-Based Theory (RBT)Capability-CRM performanceHuman Resource CapabilityInformation Technology CapabilityCustomer Relationship Management (CRM).
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The resource-based theory (RBT) has been used as a perspective in understanding the capability-customer relationship management (CRM) performance. In this study the effects of two capabilities (human resource and information technology capabilities) investigated on customer relationship management (CRM) performance. Among four commercial banks in Vietnam, this study surveyed 200 employees and 200 customers in the spring term of 2010. This stud use statistical tools such as Confirmatory Factor Analysis (CFA), Variance Inflation Factor (VIF) and Multiple Hierarchical Regression (MHR) to analyze data. The expectation of this study helped understand whether the positive effects of information technology and human resource capabilities and the complementarity of them on CRM performance. These results of new findings suggested us to realize by the followings: these two capabilities are important to business resources since they are expected significantly to improve CRM performance

ABSTRACT      i
ACKNOWLEDGMENTS      iii
TABLE OF CONTENTS      iv
LIST OF TABLES      vii
LIST OF FIGURES      viii
CHAPTER 1  INTRODUCTION    1
  1.1.  Empirical Background    1
  1.2.  Research Purposes    4
  1.3.  Research Question    5
  1.4.  Significance of the Study    5
  1.5.  Research Flow - Chart    7
CHAPTER 2  LITERATURE REVIEWS    9
  2.1.  The Resource-Based Theory Perspective    9
  2.2.    Customer Relationship Management Performance  11
  2.2.1.  Innovation    13
    2.2.2.  Customer Loyalty    15
  2.3.  Capabilities    16
                    2.3.1.  Human Resource Capability    17
                  2.3.2.  Information Technology    19
  2.4.  Complementarity    22
CHAPTER 3  METHODOLOGY    24
  3.1.  Research Model    25
  3.2.  Hypotheses    25
  3.2.1.  Hypotheses 1 and 2    25
  3.2.2.  Hypothesis 3    27
  3.3.  Research Methodology    29
  3.4.  Research Context    29
  3.5.  Scales of Questionnaire    30
  3.6.  Measurement of Questionnaires    30
          3.6.1.  Human Resource Capability    30
        3.6.2.  Information Technology Capability    32
        3.6.3.  CRM Performance    33
  3.7.  Sample and Data Collection    34
  3.8.  Data Analysis    35
    3.8.1.  Reliability Analysis    35
    3.8.2.  Factor Analysis    36
    3.8.3.  Multiple-Hierarchical Regression    36
CHAPTER 4    DATA ANALYSIS    38
  4.1.  Descriptive Analysis    38
    4.1.1.  Data Collection    39
    4.1.2.  Demographic Characteristics    40
  4.2.  Descriptive Statistic    43
  4.3.  Validity and Reliability    43
    4.3.1.  Construct Validity    45
    4.3.2.  Factor analysis    45
  4.4.  Overall Correlations among Variables    46
  4.5.  Multiple Hierarchical Regression Analysis    49
    4.5.1.  Hypothesis 1a and 1b    49
    4.5.2.  Hypothesis 2a and 2b    50
    4.3.1.  Hypothesis 3a and 3b    50
  4.6.  Summarize of Results    52
CHAPTER 5    DISCUSSION AND CONCLUSION    55
  5.1.  Discussion      55
  5.2.    Contributions    57
  5.4.  Limitations    59
        5.4.1.  Subjects and Research Instrument    59
        5.4.2.  Research Methods and Research Instrument    60
  5.3.  Future Study  .  60
REFERENCE      61
APPENDIX 1      70
APPENDIX 2      76


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