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題 名 | 銀行業客戶關係管理系統之處理機能與建置因素之研究=The Processing Functions and Implementation Factors of Customer Relationship Management Systems in the Local Banking Industry |
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作 者 | 黃振中; 呂清祿; | 書刊名 | 資訊管理展望 |
卷 期 | 5:1 2003.03[民92.03] |
頁 次 | 頁115-127 |
分類號 | 496.7 |
關鍵詞 | 銀行業; 客戶關係管理; 處理機能; 關鍵成功因素; CRM; Banking; Processing functions; Critical success factors; |
語 文 | 中文(Chinese) |
中文摘要 | 國內銀行營業據點過多,且台灣已正式成為國際貿易組織(WTO)的會員,使得銀行 間的競爭較以往更為激烈,建置客戶關係管理系統有其必要性。本文嘗試建構一個研究 架構,包含相關銀行客戶關係管理機能及建置專屬系統之成功因素;並利用此一架構設 計出一份問卷,對國內140 家銀行業資訊單位主管進行郵寄問卷,回收68 份問卷。經 資料分析發現「組織相關單位支持」、「可供使用資源」、「資料來源系統」等三項因素, 影響客戶關係管理系統建置成功最為顯著;有些銀行族群(諸如外商銀行、農會信用部、 信用合作社、新銀行等),在客戶關係處理機能之建置數量上存有顯著差異;小部份在 網路上建立電子化客戶關係管理系統(e-CRM)者,其建置績效不佳。 |
英文摘要 | Recently, the competitive environment of the local banking industry become acute for so many branches set up in the past few years and Taiwan turned into the member of World Trade Organization (WTO). Implementing a CRM system becomes a hot issue for the local banks to consider. In this article, we tried to propose a research framework including customer relationship management processing functions of the bank as well as some critical success factors of this system. Based on this framework, we construct a questionnaire and submit 140 questionnaires to the chief of the information department of the local bank. There are 68 samples return from this survey. After data analysis, we found that champion, resources, source systems are critical success factors. There is significant difference on CRM processing functions among some groups of this sample. The performance is not so good for these banks that running the e-CRM system. |
本系統中英文摘要資訊取自各篇刊載內容。