서지주요정보
고객정보관리 활동 충실도가 고객정보 품질에 미치는 영향에 대한 연구 : 매개효과 분석을 중심으로 = A study on the proficiency of the customer information management process on the customer information quality focused on the mediating effects analysis
서명 / 저자 고객정보관리 활동 충실도가 고객정보 품질에 미치는 영향에 대한 연구 : 매개효과 분석을 중심으로 = A study on the proficiency of the customer information management process on the customer information quality focused on the mediating effects analysis / 윤여중.
저자명 윤여중 ; Yoon, Yeo-Joong
발행사항 [대전 : 한국과학기술원, 2004].
Online Access 원문보기 원문인쇄

소장정보

등록번호

8015316

소장위치/청구기호

학술문화관(문화관) 보존서고

MGSM 04018

휴대폰 전송

도서상태

이용가능

대출가능

반납예정일

등록번호

9009660

소장위치/청구기호

서울 학위논문 서가

MGSM 04018

휴대폰 전송

도서상태

이용가능

대출가능

반납예정일

초록정보

Nowadays, Customer Relationship Management (CRM) has been a competitive edge of many companies. It is critical for companies to get and maintain profitable customers. For the purpose of sustaining this competitive edge, companies should manage the Customer Information (CI) more effectively. The major goals of this research are 1) to identify the activities of the CIM and the factors affecting on the Customer Information Management (CIM), 2) to show the relationship between the proficiency of the CIM and the CI Quality, and 3) to verify the mediating effects by the proficiency of the CIM process between the affecting factors and the CI Quality. An empirical study was undertaken to test the hypotheses and data were collected from 65 companies. Multiple regression analysis and ANOVA were employed to test the hypotheses, and Cluster analysis was conducted for further research. The major findings are as follows: (1) There are 6 activities in the CIM process and 5 factors affecting the CIM. (2) The information sharing inclination, the appraisal and reward system, and the IT support are related to the CIM process. (3) The proficiency of the CIM process is closely related to the CI Quality. (4) The proficiency of the CIM process plays a mediator role between the affecting factors and the CI Quality. (5) The analysis activity and the evaluation activity are significantly related to the CI Quality through the separation of the CIM process. (6) By the criteria as the level of the IT and interactivity embodied in the CIM process, 4 types of group were identified while the cluster analysis. (7) By the criteria as the each CIM process, 5 types of group were identified while the cluster analysis. The results suggest that companies should increase the proficiency of the CIM process to perform CRM more effectively, especially the proficiency of the analysis activity and evaluation activity.

서지기타정보

서지기타정보
청구기호 {MGSM 04018
형태사항 v, 80, 9 p. : 삽도 ; 26 cm
언어 한국어
일반주기 저자명의 영문표기 : Yeo-Joong Yoon
지도교수의 한글표기 : 이진주
지도교수의 영문표기 : Jin-Joo Lee
학위논문 학위논문(석사) - 한국과학기술원 : 경영공학전공,
서지주기 참고문헌 : p. 74-80
주제 고객관계관리
고객정보
정보관리
정보관리 프로세스
CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER INFORMATION
INFORMATION MANAGEMENT
INFORMATION MANAGEMENT PROCESS
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