國家圖書館典藏電子全文

Transcription

1 Frost & Sullivan (Customer Relationship ManagementCRM) (CAGR) CRM Smart 1

2 劵 絶 (Electronic commerce ; EC) (Data Mining) (Electronic - Customer Relationship Managemente-CRM) (Electronic Commerce / Customer Relationship managementec/crm) CRM 2

3 (Domestic Banks) (The Local Branches of Foreign Banks) (Face to Face) (Call Center) ( ) (Fax) (Kiosk) (Electronic Banking) (Automated Teller Machine;ATM) (Telephone Banking) (EDI/PC Plus) (Internet Banking) (STKGSMWAP PDA) 3

4 (Customer-Oriented) Focus) Marketingprofs.com (Service Quality Management ; SQM) (Customer Satisfaction ; CS) (e-crm) (CRM) e-crm e-crm 4

5 啓 e-crm e-crm e-crm e-crm 5

6 e-crm 6

7 (Customer Relationship ManagementCRM) (Contact Management) (Goldenberg, 2000) 7

8 NCR (Micro - (McKinsey & Company, Inc.) Segmentation ) John Ott CRM CRM DCI CRM Sybase Inc. Tricia Fox Anil Bhatia 8

9 Emma Chablo CRM CRM (IT) CRM CRM Greg Stevenson CRM CRM Swift Adrian Payne CRM CRM Vince Kellen 9

10 Communication CRM CTI (Sales Force Automation) (Computer Telephony Integration) (Electronic Commerce) (Optical Character Reader) Operational CRM 10

11 Cross-selling Up-selling Cross-selling Up-selling Analytic CRM 11

12 On-Line Analytical ProcessingOLAP Data Mining Data Data Warehouse (e-crm) (Electronic - Customer Relationship Managemente-CRM) (Electronic Commerce / Customer Relationship ManagementEC/CRM) CRM CRM ecrm 12

13 CRM (Computer Telephony IntegrationCTI) (Web Collaboration) (Sale Automation) (Data Mining) (Enterprise Resource PlanningERP) 13

14 CRM ecrm CRM ecrm Data ModelData Mart Contact Repository Data Warehouse (Converged) Call Center (Adoptive) Data Model CRM 14

15 (Face to Face) (Call Center) Fiona Graham Phone Center Call Center 15

16 CTI Call Center Call Center (Inbound) (Outbound) (Inbound) (Outbound) 16

17 (Outbound) IP Web-Enabled CMI(Contact Medias Integration Center) (Self Service) (Call Me Back) (Automated Teller MachineATM) ATM 17

18 (Internet Banking ) (Internet Banking) Network BankVirtual BankCyber Bank Internet 18

19 Sneddon (Telephone Banking) (Mobile Banking) (SIM Tool Kit;STK) (Function table) (Short Message Service;SMS) 19

20 WAP WAP WAP STK WAP STK STKSIM Tool Kit SIM WAP WAPWireless Application Protocol WAP 20

21 ATM ATM ATM Barclays Bank 21

22 ATM 22

23 e-crm e-crm (Fargo) (Vachovia) (Bank one) (Royal Bank of Canada Co.) VLINX eciti CATV 23

24 service level ATM (Internet trading center)b2c PC home online (mini-branch) 24

25 (Universal Banking) WTO ERP MMA 25

26 Gronroos e-crm (Channel Management Evaluation Model) Stanley A. Brown e-crm Brown 26

27 Peppard Stanley A. Brown (Information) (Communication) 27

28 (Transaction) (Electronic data interchange; EDI) (Distribution) (Service) 28

29 (Tangibles) (Reliability) (Responsiveness) (Competence) (Access) (Courtesy) (Communication) (Credibility) (Security) (Understanding) Carman PZB (Generic) 29

30 Stanley A. Brown 30

31 31

32 e-crm e-crm e-crm Stanley A. Brown Stanley A. Brown e-crm e-crm 32

33 33

34 (Computer-administered questionnaire) ( survey) ( ) (Online survey) (Internet survey) (Web page) FTPtelnet 34

35 Parasuraman Zeithaml & Berry (Intangibility) (Heterogeneous) (Inseparability) 35

36 (Perishability) PZB PZB (Quality) (Perception) (Expectation) Q = P E Q P E 36

37 PZB 37

38 e-crm Stanley A. Brown e-crm Stanley A. Brown t 38

39 e-crm (Structured) (Multiple choice questions) e-crm Stanley A. Brown (Likert scales) e-crm e-crm 39

40 e-crm 40

41 41

42 42 (Information) ATM

43 (Communication) 43

44 (Transaction) 44

45 (Distribution) (Access) 45

46 46 (Service)

47 47

48 e-crm e-crm e-crm (Non-random sampling) (Snowball sampling) 48

49 e-crm (Random sampling) e-crm e-crm (ATM) (Questionnaires survey method) Microsoft FrontPage XP HTML Web 啓 49

50 啓 e-crm e-crm 50

51 51

52 α 52

53 53

54 54

55 55

56 SPSS 10.1 (Reliability) (Consisency) Guieford Cronbach sα α α α α (Content Validity) (Sampling) (Face) (Sampling) 56

57 (Item) (Face) (Descriptive Statistics) e-crm (Paired-samples t Test) e-crm 57

58 e-crm Cronbach s α Cronbach sα

59 Cronbach s α Cronbach s α e-crm (Validity) e-crm (Content validity) 59

60 60

61 61

62 % % % % % % % % 4 1% % % 41 10% % 62

63 % % % % % % % % 49 12% % % % % % 53 13% % 63

64 % % % % % 4 1% % N

65 ATM VIP ATM 65

66 e-crm e-crm e-crm 66

67 (4) (5) (3) (2) (1)

68 e-crm e-crm 68

69 (4) (1) (5) (2) (3)

70 Q P E e-crm e-crm 70

71 ATM

72 (Paired-Samples t Test) e-crm e-crm e-crm e-crm 72

73 ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** ** 73

74

75 75

76 76

77 e-crm 77

78 Intercept * ** ** ** ** ** P<0.01 * P<

79 (Performance) 79

80 (Performance Evaluation Matrix ; PEM)

81 81

82 e-crm e-crm e-crm e-crm 82

83 e-crm 83

84 e-crm e-crm e-crm e-crm 84

85 85

86 e-crm e-crm 86

87 e-crm e-crm e-crm 87

88 BITS e-crm 88

89 e-crm Stanley A. Brown e-crm e-crm e-crm 89

90 90

91 91

92 Anil, Bhatia, Customer Relationship Management, 1st ed., toolbox Portal for CRM Adrian Payne, A Strategic Framework For Customer Relationship Management, A BT CRM White Paper,pp.2,March Angehrn, Albert A. and Meyer, Jens F., "Developing Mature Internet Strategies-Insights from the Banking Sector," Information System Management, pp.37~43, summer 1997 Alex Sbesbunoff Winning CRM Strategies ABA Banking Journal 1999 Cronin, Mary J. ed., "Frontier of on-line financial services", Banking and finance on the Internet, Christian Bauer and Joe Colgan Planning for electronic commerce strategy : an explanatory study from the financial services sector Logistics Information ManagementVol.14 Number 1/2 P Digital Consulting Institute, Customer Relationship Management Emma Chablo, The Importance of Marketing Data Intelligence In Delivering Successful CRM, forum.com/

93 Greg Stevenson, Customer economy customer interaction, Information Week, pp78~84., 2000 September Gronroos and Christian Service Management and Marketing Managing the Moments in Truth in Service Competition Lexington MA:Lexington Books John Ott, Successfully development and Implementing Continuous relationship management, e-business executive report, pp JOE PEPPARD Customer Relationship Management(CRM)in Financial Services European Management JournalVol.18 No June Kettinger, W.J. and Lee, C.C., "Exploring a Gap Model of Information Services Quality," Information Resources Management Journal, 8(3), pp 5-16, 1995 Summer Kauffman, R. J., Laura Lally, "A Value Platform Analysis Perspective on Customer Access Information Technology," Decision Sciences, Vol. 25, No. 5/6, pp. 767~794. Miller, J. A., Studying Satisfaction, Modefying Models, Eliciting Expectation,Posing Problems and Making Meaningful Measurements, Cambridge, Mass,.Marketing Science Institute, pp MicroStategy. ecrm- a technology-based marketing phenomenon Remember Norman Rockwell s. [On-line]. Available: Parasuraman, Zeithaml and Berry, A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, Vol.49 Fall, PP Parasuraman, Zeithaml and Berry, "SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality", Journal of Retailing, pp , 1988 Spring Palmer, Jonathan W. and Griffith, David A., "An Emerging Model of Web Site Design for Marketing", Communications of the ACM, Vo1. 41, No. 3, pp. 45~51, 1998 March 93

94 PricewaterhouseCoopers, "Inside The Mind of The CEO The 2000 Global CEO Surrey," World Economic Forum Annual meeting 2000 Davos, Switzerland, p.9, 2000 Jan Peppard, J., Customer Relationship Management (CRM) in Financial Services, European Management Journal, Vol. 18, No 3, pp Reich, B. H., "An Empirical Investigation of the Factors Influencing the Success of Customer-oriented Strategic Systems," Information Systems Research, Vol. 1, No. 3, pp. 325~347, 1990 Sybase Inc., DataArchitect S-Designer Version 5.0 Manual,June Sneddon, Mark, Cyberbanking: Remote Banking Using the Internet, Australian Business Law Review, 25(1), p STANLEY A. BROWN Customer Relationship Management A Strategic Imperative in the World of e-business PRICEWATERHOUSECOOPERS2000 Swift, R., Accelerating Customer Relationships, Prentice Hall2001 SneddonMark."Cyberbanking: Remote banking using the Internet" Australian Business Law ReviewVol. 25, No. 1pp February Tricia Fox, Steve Stead (CRM (UK) Ltd, SECOR Consulting), Customer Relationship Management: Delivering the Benefits Vince Kellen CRM Measurement Frameworks Blue Wolf White Paperp May 94