The Study Of Influence Factors Customer Voluntary Performance For Information Systems Consultant Firms

• Main Authors: Chih-Yuan Chiang, 江治遠
• Other Authors: Wen-Hai Chih
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/q2hnk4

碩士 === 國立東華大學 === 企業管理學系 === 95 === Subjected is based on information technology consulting firms installed with ERP (Enterprise Resource Planning), this research probes into the relation of service quality relying on trust and Rapport, customers’ satisfaction and customers’ voluntary performance. According to the results of 365 valid survey samples in 13 high tech companies and mobile technology adoption in structure equation modeling, it indicates: (1) Through “trust”, service quality influences customers’ satisfaction and voluntary performance indirectly; (2) Trust requires Rapport to indirectly affect customers’ satisfaction and voluntary performance; (3) Rapport shows the strongest total effect as a factor to voluntary performance. The management implication of this research is that service quality demands social context factors (trust and Rapport) to indirectly influence business efficiency (satisfaction and voluntary performance) and that the service quality generates the most business efficiency in an information technology consulting business. Trust between customers also generates significant mediating effect, that it’s important to develop the foundation of mutual trust for the business. Also, the connection within customers serves as a mediating variable to operation efficiency as well. A win-win situation based on Rapport will be vital issue to look into for a consulting company.