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The defense date of the thesis is 2006-02-10
The current date is 2017-11-23
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URN etd-0210106-135602 Statistics This thesis had been viewed 1730 times. Download 18 times. Author Pei-Hsin Lu Author's Email Address No Public. Department Management Business Administration Year 2005 Semester 1 Degree Master Type of Document Master's Thesis Language zh-TW.Big5 Chinese Page Count 62 Title THE IMPACTS OF IMPLEMENTING
THE ENTERPRISE RESOURCE PLANNING SYSTEM ON SERVICE QUALITY—
WITH J COMPANY AS AN EXAMPLE
Keyword ERP SERVICE QUALITY SERVICE QUALITY ERP Abstract With the trend of internationalization, Taiwan has become one member of WTO. The following globalization brings businesses a rocketing number of competitors and challenges of shrinking profit. In order to lower the cost and risks, corporations turn to management and technology to help them grow. ERP system can let corporations simplify their process, and shorten the time needed in responding to customers’ needs. It is worth noticing that few studies probe into the relationship between ERP and service quality. So based on the example of J Company, this research tries to investigate the issue longitudinally. In other words, the purpose is to find out whether there are any differences in service quality before and after implementing the ERP system.
The conclusions are:
1. The questionnaires before J Company implement of ERP shows that: customers think that service personnel have enthusiasm to help customers, and they want to do everything right when customers first use their products or services. However, these three items still need to be improved: the behavior of service personnel is related to customers’ confidence, and the company should provide personalized service and try to meet their special needs.
2. After the implement of ERP, the questionnaires indicate that if J Company can make an effort to provide customers personalized services to meet their special needs, this approach will elevate the company’s overall service quality and the entire satisfaction.
3. This research suggests that J Company should use customer relationship management as a tool to analyze customers, interact with customers to form a strong bond with customers, provide services difficult for competitors to copy, and enhance the company’s competitiveness.
Advisor Committee Ming-Chuan Pan - advisor
Files Date of Defense 2006-01-24 Date of Submission 2006-02-10