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    Please use this identifier to cite or link to this item: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/93533

    Title: 探討銀行業導入顧客關係管理關鍵成功因素、策略及其績效之研究---以平衡計分卡為觀點
    Other Titles: A Study on the CSF, Strategy and Performance of the Implementation of CRM in Banking---From the Viewpoint of BSC
    Authors: 吳錦波 ; 王德民 
    Contributors: 淡江大學資訊管理學系
    Keywords: 平衡計分卡;關鍵成功因素;銀行業;系統導入;顧客關係管理;Balance Scorecard;Critical Success Factor;Banking Industry;System Implementation;Customer Relationship Management
    Date: 2002-05
    Issue Date: 2014-01-22 11:04:09 (UTC+8)
    Publisher: 臺北縣淡水鎮 : 淡江大學資訊管理學系; 高雄市 : 中華民國資訊管理學會
    Abstract: 隨著科技的發達,顧客擁有了越來越多的選擇,也越來越有主見,也因此有了顧客關係菅理的興起。1992年提出的平衡計分卡,經過近十年的發展,已由績效衡量制度轉變成策略性的管理工具。本研究以平衡計分卡為中心,並將其運用在顧客關係管理上,希望能為銀行業顧客關係管理建構一個概念性的平衡計分卡。結果首先對關鍵成功因素作因素分析,共得供應商特質、系統內涵、系統契合、組織特性、系統管理五個因素構面。在其與策略面關係上,發現供應商特質及系統內涵,對策略面的運作上有顯著的影響,而在策略面的運用上發現其偏重在策略面的財務面及顧客面,在策略面與績效面做相關分析時,也顯示其績效受到策略之顧客面及財務面的顯著影響。
    With the progress of IT and internet, customers have more and morechoices and know what they really want. Balanced scorecard(BSC), aperformance evaluation system, which has been brought up in l992 havechanged to strategic management tool in recent l0 years. This surveyis based on BSC, and making use of it in CRM, we try to develop aconceptual BSC of CRM in banking.
    Relation: 第十三屆國際資訊管理學術研討會論文集(II)=Proceedings of the 13th International Conference on Information Management(II),頁543-550
    Appears in Collections:[Graduate Institute & Department of Information Management] Proceeding

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