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http://nhuir.nhu.edu.tw/handle/987654321/22172
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| 題名: | 知識管理與顧客關係管理導入對農會信用部競爭力之影響 |
| 其他題名: | IMPACT OF INDUCTION OF KNOWLEDGE MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGENENT ON COMPETITIVENESS OF CREDIT DEPARTMENTS OF FARMERS' ASSOCIATIONS |
| 作者: | 劉順榮
Liu, Shun-jung |
| 貢獻者: | 管理科學研究所
陳券彪
Chuan-biau Chen |
| 關鍵詞: | 知識管理;顧客關係管理;農會信用部;經營績效
Knowledge Management;Credit Department of Farmers' Association;Customer Relationship Management;Performance |
| 日期: | 2005 |
| 上傳時間: | 2015-07-31 15:39:39 (UTC+8) |
| 摘要: | 自由化與全球化乃是當前國際經濟發展的趨勢，國內金融市場所面對之競爭逐漸增加，使得農會信用部之經營處境日益艱辛，面對快速變遷的環境中，農會信用部之經營管理者往往重新思考導入新的經營管理模式，尤其是在競爭逐漸加劇的服務業中，如何開創顧客滿意經營變的更加重要，因此如何導入知識管理與顧客關係管理以提昇其競爭能力，是經營者非常關注的問題。本研究擬探討農會信用部導入知識管理與顧客關係管理對其經營績效之影響，並以屏東縣、高雄縣、台南縣各地區農會信用部為研究對象做實證分析。本研究之研究成果主要有下列六項：1. 導入知識管理與顧客關係管理對農會信用部競爭力的影響，農會信用部員工持著正面與肯定的態度。2. 經費不足與缺乏管理顧問公司的技術與經驗支援，乃是農會信用部導入知識管理與顧客關係管理的兩大困難點。3. 知識管理模式與顧客關係管理策略呈顯著的正相關，顯示顧客關係管理策略的實施成效會受到知識管理模式的影響。4. 知識管理模式、顧客關係管理策略與經營績效具有顯著的正相關，顯示農會信用部推行知識管理與顧客關係管理確實能提昇經營績效。5. 導入知識管理與顧客關係管理對農會信用部作業性經營績效(流程面、顧客面與員工面)的影響較大。6. 90%以上的受訪者認為「客戶資料建檔與儲存」、「透過客戶傳達口碑」、「介紹給親友或他人」與「電話溝通」對農會信用部競爭力的提昇最具影響力；其次為「客戶資料分類」、「增加消費金融業務」、「文宣手冊」佔88%以上；再其次是「資料更新與整理」、「面對面接觸」以及「24小時電話服務」均有86%的認同比率。
Liberalization and globalization are the two main streams in international economic development. Domestic financial markets face increasing competition, which makes the position of credit departments of farmers' associations more difficult. Under the rapidly changing environment, the management of credit departments of farmers' associations are constantly considering afresh to introduce new operational and management models. Especially in a service industry with more and more keen competition, how to create customer satisfaction becomes more important. Therefore, how to introduce knowledge management and customer relationship management to improve competitiveness is a highly relevant issue for management. Therefore, this study planned to probe the impact of induction of knowledge management and customer relationship management on the performance of credit departments of farmers' associations. The credit departments of farmers' associations in Pingtung County, Kaohsiung County, and Tainan County were chosen as the study subjects for empirical analysis. Six main findings of this study are summarized as follows:1. Employees actively and positively face the impact of introducing knowledge management and customer relationship management on the competitiveness of credit departments of farmers' associations. 2. When knowledge management and customer relationship management are introduced, the two biggest obstacles that credit departments of farmers' associations face are insufficient budget and a lack of technology and experiential support from management consulting companies.3. Knowledge management models show a significant positive correlation with customer relationship management, meaning that the implemented results of management policy are influenced by knowledge management models. 4. There are significant positive correlations between knowledge management models, customer relationship management strategy and performance, meaning that the implementation of knowledge management and customer relationship management will actually improve the performance of credit departments of farmers' associations.5. The introduction of knowledge management and customer relationship management had a stronger impact on operational performance (in respect of procedure, customers and employees) of credit departments of farmers' associations.6. Over 90% of interviewers thought that ＂filing and storage of customer data＂, ＂reputation expressed through customers＂, ＂introduction to relatives, friends or others＂ and ＂telephone communication＂ had the most effect on improving the performance of credit departments of farmers' associations. Secondly, ＂classification of customer data＂, ＂increase of customer finance business＂ and ＂promotion handbook＂ accounted for over 88%. Thirdly, ＂data update and arrangement＂, ＂face-to-face contact＂ and ＂24-hour call center＂ accounted for an agreeableness ratio of 86%. |
| 顯示於類別: | [企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-管理科學碩博士班
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