The relationships between IoTs adoption in quality management、CRM and innovation performance — Evidences from the Information Industry Manufactures in Taiwan

• Main Authors: KAO,YU-TING, 高郁婷
• Other Authors: CHANG,SHIH-CHIA
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/5z7gzc

碩士 === 國立臺北商業大學 === 企業管理系研究所 === 107 === Nowadays, the technology is developing rapidly. Enterprises and academia are paying attention to the management and application of new technologies. The Internet of Things (IoTs) and other technologies are the basis for the development of Industry 4.0, and through the combination of quality management capabilities, explore the theoretical basis of institutional theory. Whether customer relationship management can drive the cultivation of IoTs quality management application capabilities, and the use of IoTs quality management application capabilities to achieve innovation performance. At the same time, explore whether customer relationship management plays an intermediary role in innovation performance. The purpose of this study is to explore the relationship between customer relationship management, IoT quality management application capability and innovation performance. The structural equation model (SEM) is used to analyze the relationship between the three facets, and the questionnaire is used to investigate and recycle 116 valid questionnaires were analyzed with SPSS 22.0 and Smart PLS 3.0 statistical software. The results show that customer relationship management has a significant positive impact on IoT quality management application capabilities; IoT quality management application capabilities have significant positive impact on innovation performance. influences. The results of this study will help companies to understand the ability of the company itself to improve through customers’ feedback, and use the quality management application capabilities of the Internet of Things to enhance the innovation performance and create a competitive advantage.