Linking product involovement and technology of BI servicesto customer’s satisfaction—the PZB viewpoint

• Main Authors: Pi-Chi Liu, 劉碧琦
• Other Authors: Quey-Jen Yeh
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/91107503403861717946

碩士 === 國立成功大學 === 企業管理學系碩博士班 === 97 === What most concern by business managers is the profit from product and service sales. The BI, which is a “Business Intelligence” software, can provide business decision makers great analysis and forecasting power for such values.In particular, BI uses the tool of Data Warehouse and the technology of Data mining to help business managers make efficient and accurate decisions. On the one hand, it supplies useful information in various business aspects; on the other hand, decision makers can explore deeper, hidden problems to make comprehensive analyses through the provided information. Many IT (information Technology) personnel have dedicated to BI development and services for better BI applications. Providing the benefits, many enterprises start using BI type software in their businesses. A complete set of BI product typically goes with BI consulting and after-sale services for effective implementations. This study aims to investigate the professional quality of BI service teams, including their technology and service quality. Based on the famous PZB service gap model, a Structural Equation Model (SEM), which tends to examine the perceived service gaps between customers and BI service team members, is designed. Both customer satisfaction (rated by customers) and product involvement (rated by BI service teams) also are developed to better observe the interactions among the variables. The data were collected by questionnaire survey and team member interviews. Major findings are summarized as follows: 1. There are significant perceived gaps between service teams and customers regarding BI technology and service quality. 2. BI service teams who perceive a higher level of product involvement also appear to believe that they have a higher technology and service level.Whereas the gap model shows that the satisfaction of BI customers is simply related to customers’ concern about “service”; the effect due to “technology” on customer satisfaction is not significant.