一個電子公司的客戶服務網站使用成效分析; A Study on the Performance of the Customer Service Website of an Electronic Company

NCU Institutional Repository > 管理學院 > 資訊管理學系碩士在職專班 > 博碩士論文 > Item 987654321/13313

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題名:	一個電子公司的客戶服務網站使用成效分析;A Study on the Performance of the Customer Service Website of an Electronic Company
作者:	閻慧玲;Hui-Ling Yen
貢獻者:	資訊管理學系碩士在職專班
關鍵詞:	客戶服務網站;晶圓代工;客戶服務;semiconductor company;customer service website;customer service
日期:	2007-06-23
上傳時間:	2009-09-22 15:28:47 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	如何與客戶之間維持緊密的夥伴關係，已是公司能否獲得競爭優勢的關鍵因素。所以，提供客戶所需之服務、提昇客戶服務的品質與強化客戶關係，成為各公司客戶服務單位所努力的方向。本研究以晶圓代工業個案公司的客戶服務網站 (e-Foundry) 為研究對象；針對個案公司客戶使用客戶服務網站 (e-Foundry) 的每日使用量進行分析。希望藉由個案公司三個年度的客戶服務網站 (e-Foundry) 使用狀況，配合客戶所在區域、重點客戶與一般客戶、使否導入企業間訊息整合 (Business to Business Integration，簡稱B2Bi) 等因素，探討個案公司客戶使用客戶服務網站 (e-Foundry) 的使用情形。此外，結合客服人員訪談結果與成本分析等資訊，了解目前客戶使用客戶服務網站 (e-Foundry) 的服務與功能是否能滿足客戶需求，並發掘客戶潛在需求以及未來的方向。研究發現，個案公司重點客戶在客戶服務網站的使用上，是比一般客戶頻繁很多。此外，重點客戶並沒有因為個案公司額外提供B2Bi資訊交換的平台而減少客戶服務網站的使用頻率。客戶服務網站大致上已能符合個案公司所賦予提供客戶服務的基本功能，但仍有相當大的改善空間。希望此研究結論所提出的改善與建議，對個案公司在未來針對客戶服務網站 (e-Foundry) 做系統改善與服務提昇時，能夠給予實質的協助與建議。 How to maintain a tight partnership with customers has already been a critical factor determining whether a company can achieve competitive advantage. Therefore, providing customer with necessary information services, enhancing customer service quality and strengthening customer relationships, have all become the major goals of the customer service departments within modern companies. This study attempts to understand the performance of the customer service web sites (e-Foundry) of a leading wafer foundry company. A detail analysis on the system logs that recorded detailed utilization of e-Foundry by customers for the past three years were conducted. The analysis includes cross examinations of the utilization patterns of e-Foundry by its customers, from various perspectives, such as region of the customers, importance of customers, the type of transaction data interchange (whether B2Bi, i.e. Business to Business Integration, is implemented). Furthermore, to further explain the usage pattern, interviews with the customer service personnel were carried out. In addition, a cost analysis was also performed. Results revealed that the access frequencies by key customers are heavier than that of normal customers. In addition, exchanging information with the focal company through B2Bi did not result in a reduction in service website access. In conclusion, the website seems to achieve a certain degree of planned objective. However, there are rooms for improvements. Managerial suggestions are made to provide a direction for improvements on the e-Foundry system in the future.
顯示於類別:	[資訊管理學系碩士在職專班 ] 博碩士論文

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