The Impact of Knowledge Management and Customer Relationship Management on Service Quality- A Case Study of Household Registration Offices of Taoyuan City

• Main Authors: LIU, SHENG-QUAN, 劉勝全
• Other Authors: CHIU, SHAO-CHUN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/575zvd

碩士 === 亞洲大學 === 經營管理學系碩士在職專班 === 107 === The purpose of this study is to explore the impact of knowledge management and customer relationship management on the quality of services in various districts of Taoyuan City. Based on the results of the empirical analysis, improvement of the administrative knowledge management in the administrative work and implement of customer relationship management in accordance with business operation for convenience in public department will improve service quality for the convenience of citizen. The examination of convenience measures aims to effectively improve administrative efficiency and service quality, and enhance the performance of household organizations and the competitiveness of this country. The questionnaire survey of this study has conducted based on census methods for 390 households in the establishment of household management offices in Taoyuan City. 390 questionnaires were sent to the respondents. In those questionnaires, 380 questionnaires have collected. Five questionnaires are invalid questionnaires, 375 questionnaires are valid questionnaires. The effective questionnaire recovery rate is 96.15%. In this study, regression analysis will use to verify research hypothesis. The research findings are as follows: (1) Knowledge management has positive influence ability on service quality. (2) Customer relationship management has positive influence ability on service quality. (3) At present, the performance of knowledge management, customer relationship management and service quality of household management offices in Taoyuan City is above average. (4) In terms of knowledge management and customer relationship management, there is a significant difference in the degree of knowledge management and the degree of customer relationship management between different top academic groups and different service age groups.