A Study of Customer Relationship Management In Automobile Repair Factories

• Main Authors: Yu-Yuan Ko, 柯育沅
• Other Authors: James Chag
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/57926087360732121294

碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 95 === This study examines the need for the application customer management in automobile repair factories in Changhua county. The data were collected by the use of questionnaires from members of automobile repair organization presented in the annual conference and from the returned questionnaires sent out by mail to the directors of factories in Changhua area. It was found that (1) in terms of need for the application of internal customer relationship management in diverse background of automobile repair factories, the ratings for its variables ranging from “average” to “very importance” and the ratings for the level of implementation ranging from “partially implemented” to “complete implemented”; (2) in terms of need for the application of external customer relationship management with various background, the ratings of the variables ranging from “important” to “very important” and the ratings for the level of its needs ranging from “very unimportant” to “very important” and the ratings for the level of implementation ranging from “never implemented” to “complete implemented”; (3) in terms of need for the application of customer service, the ratings for its importance with different background variables ranging from “important” to “very important” and the ratings for the level of implementation ranging from “partially implemented” to “complete implemented”. The results suggested that (1) we should maintain the items that are considered important and mostly important; (2) we should maintain the items that are considered very important or important and promote to complete implemented; (3) we should reinforce the items that are considered important and mostly important; (4) we should reinforce the items that are considered average; (5) we should train and trace the items that are considered unimportant and very unimportant; (6) There is a need to strengthen customer management in smaller automobile repair factories.