An impirical study of the relationship among Customer-Oriented Processes, E-Commerce Applications, and Business Performance
| Autor: | Shin-hua Wu, 吳欣樺 |
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| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 Under the competitive and fiere E-Commerce environments, companies should raise its product quality by technology improvement as well as its customer-relations maintaining for competitive advantage. In this study, the author investigated the business performance (financial performance) by examining the factors of “customer-oriented Process,” “E-Commerce applications,” “customer satisfaction,” and “business internal performance (non-finanical performance)” from the business process survey. It indicates that the customer satisfaction and business internal performance (non-finanical performance) could be improved by the way of E-commerce applications, operational processes, and customer-knowledge processes. Besides, it is evidenced that the business performance (financial performance) could be improved by customer satisfaction and business internal performance. In this study, the author mentioned that firstly, it is necessary for firms to establish the operational processes and customer-knowledge processesss for customer-oriented processes. Second, business performance will be improved if there is a sound E-commerce and customer-oriented environment. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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