한국IT서비스학회지 (Journal of Information Technology Services)
- 제4권1호
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- Pages.71-105
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- 2005
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- 1975-4256(pISSN)
조직특성, IS 기반, IS 기획능력 및 IS 품질이 CRM 성과에 미치는 영향
The Impact of the Organizational Characteristics, IS Basis, IS Planning Capability and IS Quality on the CRM Performance
- 발행 : 2005.05.30
초록
The purpose of this study was to test various variables that affect CRM performance in order to evaluate CRM performance. The results of the proposed research hypotheses are as follows; First, the IS based factors perform more important roles on system and information quality compared to organizational factors. Second, the variables of IS and planning capability playa role as a parameter. Third, among organizational factors, non-structural factors such as degrees of acceptance of business transition, support of CEO, and customer-orientation perform more important roles on CRM. Fourth, IS based factors have bigger Impact on information quality than system quality. Fifth, it was proven that IS quality, proposed as a parameter and as a dependant variable, and CRM have significant relations.