A Study of Key Factors Affecting Customer’s Loyalty from the Point of View of ERP Client

• Main Authors: Jen-Fen Ho, 何振枌
• Other Authors: Chu-Chai Chan
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/68924195733983528782

碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 93 === Abstract Digitalizing the enterprise is the issues of strengthen the foundation of all enterprises. All enterprisers know that it is imperative to digitalize enterprises, but they do not know how to do it. As a matter of fact, the most crucial work for it is shortening the working procedure to cut costs, which enables the enterprise to concentrate on their core advanced ages. Only using IT Technology can shortening the working procedure and enable Resource Optimization. Although ERP (Enterprise Resource Planning) is the foundation of digitalizing enterprises and has become maturity since year 2000, a lot of cases show that ERP failed at most of the time. Despite a large great investment of cost and time, in most of time outcome is usually below expectations, which causes blaming and complaint between ERP suppliers the enterprise and consulting service firm. Finally, customers are dissatisfied, and their loyalty will also decrease as well. Therefore, this study adopts the approach of questionnaires to analyze relevant Information; by using statistics to analyst how the ERP suppliers should serve customers to increases customer satisfaction and loyalty. Anticipated Results of the Study: 1. The study expects the ERP suppliers to their customers and provides them with different services. 2. The quality of consulting service is absolutely one of the key factors that affect customers’ satisfaction and loyalty. 3. Make the products and services more flexible so as to meet the need of customers with high loyalty and win their long-term loyalty. 4. The ERP industry needs to provide a structure of information with the ability to response rapidly to satisfy the need of current Markets driven by customers. 5. The ERP industry should ruminate on in creneing customers’ loyalty, and heading to the way of attentive customer management.