A Study on the Benefits of Using Customer Service Information Systems

• Main Authors: Hao-wei Wu, 吳浩偉
• Other Authors: Horng-Twu Liaw
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/ste9k5

碩士 === 世新大學 === 資訊管理學研究所(含碩專班) === 97 === According to the progressing advances in technology with each passing day and the remarkable developments in industry and commerce, the market becomes an area of competition that based on the service of knowledge against the lands, capitals and techniques. However, the service sectors focus on the quality of service and the level of the customs’ contentment. Call Center plays an important role in raising the quality of service and getting those customs’ connections closer. The study investigated the information systems of Customer Service as the important role in service center. Consequently, we use the successful model of information system that McLean and DeLone put forward as the foundation to discuss perspectives of customer service about some issues like "quality of system", "quality of information", and "quality of service". We would like to know if there exists some influence between "the level of contentment in customer service" and "the performance of customer service" including the relation of feedback. We will collect the subjective judgments about the customer service by the questionnaire and examine how they operate the system also accompany with deeply interview. The result of study shows that: (a) "quality of system", "quality of information", and "quality of service" are significantly correlated with the “the level of contentment in customer service”; (b) "quality of system", "quality of information", and "quality of service" are significantly correlated with the “the performance of customer service”; (c) "the level of contentment in customer service" is significantly correlated with the "the performance of customer service" The findings can provide the system builder and plan manager of customer center, to promote the quality of service.