• 藍色版面
  • 綠色版面
  • 橘色版面
  • 粉紅色版面
  • 棕色版面
帳號:guest(120.119.126.29)          離開系統
字體大小: 字級放大   字級縮小   預設字形  

詳目顯示

研究生: 範青心
研究生(外文): Pham Thanh Tam
論文名稱: Factors Impacting the Effectiveness of CRM Implementation at Enterprises Nam Dinh Province, Vietnam
論文名稱(外文): Factors Impacting the Effectiveness of CRM Implementation at Enterprises Nam Dinh Province, Vietnam
指導教授: 張興亞
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 99
畢業學年度: 99
語文別: 英文
論文頁數: 60
中文關鍵詞: CRMIS Success ModelThe D&M IS success mode
外文關鍵詞: CRMIS Success ModelThe D&ampM IS success mode
相關次數:
  • 被引用:0
  • 點閱:12
  • 評分:*****
  • 下載:0
  • 書目收藏:0
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.

Abstract  i
Acknowledgments  ii
Table of contents  iii
List of tables  v
List of figures  vi
Chapter 1 Introduction  1
1.1 Research Background  1
1.1.1 Marketing  1
1.1.2 CRM    1
1.2 Research Motive  2
1.3 Research Purpose  3
1.4 Research Procedure  3
Chapter 2 Literature Review  5
2.1 History and Define of CRM in the world  5
2.1.1 History of CRM  5
2.1.2 Define of CRM  6
2.2 Evaluation of CRM-system Success  8
2.3 Status of applying CRM at Vietnam and Nam Dinh Province In Vietnam  9
2.4 The D&M IS success model  10
Chapter 3 Research Method  14
3.1 Research Model  14
3.2 Research Hypotheses  14
3.3 Measurement of Variables  15
3.3.1 Information quality  15
3.3.2 System Quality  16
3.3.3 Service Quality  16
3.3.4 Intention  to  Use  17
3.3.5 User Satisfaction  18
3.3.6 Effectiveness of CRM Implementation  18
3.4 Data Collection  19
3.4.1 Data Collection method  19
3.4.2 Measurement Scale  19
3.4.3 Define people who will be delivered survey  20
3.4.4 Sampling method  20
Chapter 4 Research Results  21
4.1 Sample Description  21
4.2 Reliability and Validity of Variables  22
4.3 Hypothesis Test  28
4.3.1 Linear Regression Analysis for User Satisfaction  28
4.3.2 Linear Regression Analysis for Intention to Use  30
4.3.3 Linear Regression Analysis for effectiveness of CRM Implementation  32
Chapter 5 Research Conclusion  36
5.1 Findings and Contribution  36
5.2 Implication  36
5.3 Limitation  37
5.4 Future Study  37
References  39
Apendix A: Rearch Questionarire  46

[1]Abdinnour-Helm, S., Lengnick-Hall, M., & Lengnick-Hall, C. (2003) "Pre-implantation    attitudes  and  organizational  readiness  for  implementing  an  Enterprise Resource  Planning  system,"  European  Journal  of  Operational  Research  (146:2),    pp. 258-273.
[2]Adrin Payne (professor) “Developing  a  Strategic  Approach  to  CRM.  Key  issues  in  creating  a  customer  centric postal.  Key  issues  in  creating  a  customer  centric  Key  issues  in  creating  a  customer centric postal”. Nov. 2001 – p. 7-9.  Cranfield School of Management - Cranfield University.
[3]Bose,  R.  &  Sugumaran,  V.  (2003),  Application  of  Knowledge  Management  Technology  in Customer Relationship Management. Knowledge and Process Management, Vol. 10, No. 1, pp. 3-17.
[4] Bose.R. 2002. “Customer relationship management: Key  components for IT success”, MCB UP Limited. Industrial Management and Data Systems, pp1.
[5]Christoph Auer, Otto Petrovic, Supervisor University of Graz  and evolaris eBusiness Competence Center, “Evaluation of CRM-system Success”
[6]Christopher C. Yang and Rachel Wong (2006), Department of Systems Engineering and Engineering Management, The Chinese University of Hong Kong, “Measuring Success Factors of E-Commerce Infomediary”, p.1
[7] CopyrightSmallBizCRM, 2005, 2006. Article “ History of CRM”. http://www.smallbizcrm.com/crm-history.html
[8]David Jobber; Geoffrey Lancaster; Geoff Lancaster "Selling And Sales Management” 2006. Published by:  Prentice Hall.  Pp. 357.
[9] DeLone  W.  H.,  McLean  E.  R.,  (2004).  “Measuring  e-commerce  success:  applying  the  DeLone  &  McLean  information  systems  success    model”,  International Journal of Electronic Commerce 9 (1),  pp. 31–47.
[10]DeLone, W.D.,  McLean E.R., (2003). “The DeLone and McLean model of information  systems  success:  a  ten-year  update”,  Journal  of  Management  Information Systems 19 (4) 9–30.
[11]DeLone, W.H., and McLean, E.R. Information system success: The quest for the dependent variable. Information Systems Research, 3, 1 (1992), 60-95.
[12]Gummerson. E. 1994. “Making Relationship Marketing Operational” International Journal of Service Industry Management Bol5. No 5.
[13](Fayerman, 2002)Customer Relationship Management. New Directions For Institutional Research, Vol. 1, No. 113, pp.57-67.
[14]Gartner Group. 2008. Magic Quadrant for CRM Services Providers North America. Gartner RAS Core Research Note G00156898. Pp2.
[15]Gefen, D. & Ridings, C.M. (2002), Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory. Journal of Management Information System, Vol. 19, No. 1, pp.47-69.
[16]Greenberg. Paul. 2004. CRM at the speed of light, essential CRM strategies for the 21st century. McGraw Hill/Osborne
[17]Grembergen,  W.V.  &  Amelinckx,  I.  (2002),  Measuring  and  Managing  E-business  Projects through the Balanced Scorecard. Proceedings of the 34th Hawaii International Conference on System Science.
[18]  Grönroos C. 2002. Service Management och Marknadsföring – En CRM ansats. Kristianstad: Kristianstads Boktryckeri AB.
[19]Grover, V.; Jeong, S.R.; and Segars, A.H. Information systems effectiveness: The construct space and patterns of application. Information & Management, 31, 4 (1996), 177-191.
[20]Hạnh Lê - Phi Quân (2006), “Thị trường CRM tại Việt Nam: Tiềm năng chưa mở” 2006, PCWorld Magazine website, http://www.pcworld.com.vn/articles/quan-ly/quan-tri/2006/07/1189197/thi-truong-crm-tai-viet-nam-tiem-nang-chua-mo/
[21]http://www.ecustomerserviceworld.com/earticlesstore_articles.asp?type=article&id=243
[22]Hyung-Su Kim. Young-Gul Kim. 2007. A stuffy on developing CRM scorecards. IEEE. Computer Society.
[23] Jennex  M.  E.,  Olfman  L.,  Pituma  P.  &  Yong-Tae  P.,  (1998).  “An  organizational  memory  information  systems  success  model:  an    extension  of  DeLone and  McLean''s  I/S  success  model”,  Proceedings  of  the  31st  Hawaii  International Conference on System  Sciences, IEEE Computer Society Press, Hawaii, United States.
[24]Johan Johansson & Fredrik Strom “Customer Relationship Management” 2002:016 SHU • ISSN: 1404 – 5508, pp.2-3.
[25] Kulkarni,  U.R.,  Ravindran,  S.  &  Freeze,  R.  (2006),  “A  knowledge  management success model: theoretical development and empirical validation”, Journal of Management Information Systems  23 (3), pp. 309–347
[26]David S. Walonick, 1997 – 2010, A Selection from Survival Statistics, ISBN: ISBN 0-918733-11-1
[27]Lucy P. Roberts, “The History of CRM -- Moving Beyond the Customer Database”, 2004. http://ezinearticles.com/?The-History-of-CRM----Moving-Beyond-the-Customer-Database&id=6975
[28]Mason,  R.  O.,  (1987)  “Measuring  information  output:  a  communication systems approach”, Information & Management 1 (5), pp. 219–234.
[29]Melone, N.P. A theoretical assessment of the user-satisfaction construct in information systems research. Management Science, 36, 1 (1990), 76-91.
[30]Myers, B.L.; Kappelman, L.A.; and Prybutok, V.R. A comprehensive model for assessing the quality and productivity of the information systems function: Toward a theory for information systems assessment. Information Resource Management Journal, 10, 1 (1997), 6-26.
[31] Ngô Quang An – Sở kế hoạch và đầu tư Nam Định, “Định hướng phát triển kinh tế năm 2010”,  http://www.namdinhbusiness.gov.vn/Default.aspx?tabid=149
[32]  Nguyen T. Sherif. J. Newby. M 2007. “Strategies for successful CRM implementation” Information Managmenent & computer Security. Vol 15. No. 2.
[33]Peter Drucker – Definition of Marketing. Advance Marketing Consultant website- 2005 P.1 (http://www.marketingprinciples.com/articles.asp?cat=397)
[34]Petra Persson “Customer Relationship Management and How a CRM system can be used in the sales process”    2004:124 CIV • ISSN: 1402 - 1617 • ISRN: LTU - EX - - 04/124 - - SE. Luth.  P.11
[35]  Petter,  S.,  McLean,  E.R.,  (2009).  “A  meta-analytic  assessment  of  the DeLone and McLean IS successmodel: An examination of IS success at the individual level”, Information & Management 46 (3), pp. 159–166.
[36]Philip Kotler, Gary Armstrong, John Saunders, Veronica Wong “Principle of Marketing” – 3rd European edition 2001.  Published by:  Financial Times & Prentice Hall.  Pp. 409-410, pp.304-305
[37]Pitt, L.F.; Watson, R.T.; and Kavan, C.B. Service quality: A measure of information systems effectiveness. MIS Quarterly, 19, 2 (1995), 173-187.
[38]Professor Adrian Payne-Director of the Centre for Relationship Marketing at Cranfield University, Explains what Customer Relationship Management SHOULD be.
[39]Ryals,  Lynette  -  Cranfield  Centre  for  Advanced  Research  in  Marketing,  Cranfield University  School  of  Management,  Cranfield,  Bedford;    and    Knox,  Simon  ,  Cranfield Centre for Advanced Research in Marketing, Cranfield University School of Management, Cranfield, Bedford  “European Management Journal”, Oct 2001 (AN 7107354)  Vol. 19 Issue 5, P. 535 – 536
[40]Seddon, P.B. A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8, 3 (1997), 240-253.
[41]Serafeimidis,  V.  (2000).  A  Review  of  Research  Issues  in  Evaluation  of  Information Systems. In W.Van Grembergen (Ed.), Information Technology Evaluation Methods and Management (pp. 58-77). Hershey, PA: IDEA Group.
[42]Smithson, S., and Hirschheim, R. Analysing information system evaluation: Another look at an old problem. European Journal of Information Systems, 7, 3 (1998), 158-174.
[43]Statpac “Survey Sampling Methods”
[44]Straub, D.; Limayem, M.; and Karahanna-Evaisto, E. Measuring system usage: Implications for IS theory testing. Management Science, 41, 8 (1995), 1328-1342.
[45]Szajna, B. Determining information system usage: Some issues and examples. Information & Management, 25, 3 (1993), 147-154.
[46]Tariq Mohiuddin Ahmed “Internet  and  Customer  relationship  Management  in  SME’s”.  2005:087  SHU  -  ISSN: 1404-5508 - ISRN: LTU-SHU-EX--05/087—SE . Luth Website. Pp.9, pp.1.
[47]Wilson, H., Daniel, E. & McDonald, M. (2002), Factors for Success in CRM Systems. Journal of Marketing Management, Vol. 18, No. 1, pp.193-219.
[48]Xu, M. Walton, J. 2005. “Gaining customer knowledge through analytical CRM” Department of Strategy & Business Systems, Portsmouth Business School. University of Portsmouth.
[49]Y.H. Wong, Thomas K.P. Leung and Suki W.K. Chow “2003 ABAS Conference. Beyond Customer Relationship Management - Information Co-Sharing and Relationship Positioning” -  P. 2 .The Hong Kong Polytechnic University.
[50]Yi-Shun, W., Hsiu-Yuan, W., & Daniel Y. S., (2007). Measuring e-learning systems success in an organizational context: Scale development and validation ,Computers in Human Behavior 23: 1792 - 1808.
[51]Lecturer:  Jeromy Anglim  “Cluster Analysis & Factor Analysis”  325-711 Research Methods 2007
[52] Zeng. Y. Wen. J. Yen. D. 2003. “Customer relationship management (CRM) in business-to-business (B2B)  e-commerce”. MCB Up Limited.

 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
* *