| dc.description.abstract | 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. | en_US |