A Case Study of Implementation of CRM System in Mechanical and Electrical Engineering Industry - Based on ABB (Taiwan) Ltd.

• Main Authors: Shih, Chia-Chang, 石家昌
• Other Authors: Keng, Ching-Jui
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/gzj39j

碩士 === 國立臺北科技大學 === 管理學院資訊與財金管理EMBA專班 === 107 === With the rapid development of Internet, mobile communication and cloud computing technology, eCRM system is also developing rapidly. Both manufacturing and service industries are increasingly relying on eCRM to integrate Customer information, identify potential business opportunities, and enhance service quality and customer loyalty. And this trend also blows up to electromechanical and engineering industry which both are much tranditional in impression. The purpose of this research is to explore the key factors that affect the acceptance of eCRM. This research establishes an integrated research framework refering to IDT, TAM and performance, collecting information through questionnaire, and verifying the model by statistical technologies like regression analysis in final. The results of this research shows that external factors, perceived usefulness, perceived ease of use, trust and performance have significant influence on users' intention. On the other hand, there is no significant influence between users’intention and actual useness as well as actual useness and performance. In addition, the degree of Executives’ focus (one of external factors) shows a key influence on user intention and behavior. Therefore, continuous attention and engagement of Executives are indispensable elements of success during development and introduction of eCRM in enterprises.