Using Kano’s Model to examine the Customer’s Demand and Satisfaction of Customer Relationship Management System

• Main Authors: Li-Fang Pan, 潘麗芳
• Other Authors: Chun-Yang Chang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/20577837725698587554

碩士 === 國立高雄應用科技大學 === 資訊管理系 === 97 === Due to the environment of business is liberalization, internationalization and global competition, Customer Relationship Management (CRM ) has become one of the most important issues of enterprise. Through CRM, the company can maintain, discover potential customer and improve profit of contribution. However, it is very costly and resource consuming to introduce CRM into a company. Company how to choice CRM models, and which models are need. Thus, CRM vendors have to explore what customers really need and develop the models or features meeting their needs. Through literature reviewing, this study defines the functional and quality attributes of CRM. We use the Kano two-dimension quality module to do the sampling investigation from customers who have introduced the CRM. From the knowledge of customers that is the feature of the CRM. The relationship among quality attributes, customer’s satisfaction and re-purchase willingness is explored. According to this research and statistical result we can attribute the product to Kano charisma, must-be and linear quality that can be served as a reference for company who would like to introduce the CRM and CRM vendor developing new products or features in the future.