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研究生:莊碧蓮
研究生(外文):Pi-Lien Chuang
論文名稱:知識管理、資訊科技與顧客關係管理對組織績效影響之實證研究∼以光電產業為例
論文名稱(外文):An Empirical Study of the “Knowledge Management, Information Technology and Customer Relationship Management” Impacts on Organizational Performance in the Opto-Electronic Industry
指導教授:韓文仁韓文仁引用關係
指導教授(外文):Wen-Jen Han
學位類別:碩士
校院名稱:立德管理學院
系所名稱:科技管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2005
畢業學年度:93
語文別:中文
論文頁數:111
中文關鍵詞:組織績效顧客關係管理知識管理資訊科技
外文關鍵詞:organizational performance.information technology and customer relationshipKnowledge management
相關次數:
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知識管理、資訊科技與顧客關係管理等三大理論已經廣受學者與業界所探討及實施,結果顯示以上三者的施行分別對組織績效有正面的影響。本研究則將知識管理與資訊科技分別為自變數,以顧客關係管理為中間變數,探討對依變數中組織績效的影響。

  本研究以光電產業為例,探討公司實行知識管理、資訊科技與顧客關係管理等,對組織績效的影響程度情形。採用電子郵寄問卷調查法,以財團法人光電科技工業協進會所提供的廠商資料為母體,在948家廠商中,以亂數函數方式取得其中500家樣本,進行問卷調查。問卷回收共計121份,其中有效問卷數為115份,使得有效問卷回收率為23%。將所蒐集的資料以SPSS進行統計分析。分析方法包含樣本結構分析、各構面因素之均值分析、各構面之因素及變數分析、信度分析、迴歸分析。

  本研究結果顯示,光電產業如能夠有效實施知識管理、資訊科技與顧客關係管理,將提供企業以下的成效:透過知識管理、資訊科技與顧客關係管理的施行,分別可提高組織績效,而資訊科技的運用更可大幅提昇知識管理的效益。顧客關係管理若能與知識管理和資訊科技充份配合運用,使知識流通、資訊加速,對內可積極透過資訊交流分享知識與資訊,提昇工作積效;對外則有效增加廠商與顧客之間的溝通與互動,增加正確性與時效性,減少資料錯誤的發生,將大幅改善企業的組織效能。
The three theories, knowledge management, information technology and customer relationship management have been well studied, discussed and practiced among scholars and industries, and the results of this study show that these three theories individually have positive effect on the organizational performance. However, in this thesis the customer relationship is used as the variable factor and Knowledge management, information technology are used as the independent variables, and the mixed effects of those variables on the organizational performance are studied.
This study focuses on the implementation and execution of knowledge management, information technology and customer relationship management in the opto-electronic industry and their influence on organizational performance. A research survey was performed by e-mailing a survey questionnaire to 500 companies, randomly chosen from a 948 company list, provided by the Photonics Industry and Technology Development Association. Among the 121 returned questionnaires, there were 115 valid replies. The effective retrieval rate is 23%. All collected data are analyzed by utilizing SPSS. The means, descriptive statistics, factor analysis, reliability analysis, and multiple regression analysis were conducted.
  An Empirical study shows that if the opto-electronic industry could effectively implement the knowledge management, information technology and customer relationship management, they will provide results to the industry as follows: Through the practices of Knowledge management, Information Technology and Customer relationship management individually, these three theories can improve the performances of the organization. The implement of information technology can even greatly upgrade the effectiveness of knowledge management. Internally, if the customer relationship can well be implemented and cooperated with knowledge management and information technology to circulate the flow of knowledge and speed up the passage of information, then the information knowledge can be well exchanged and improve the work effectiveness. Externally, these will improve the communication and interaction between the organization and their customers. Furthermore, these will improve the accuracy and time effectiveness, and reduce the occurring of data error. All these will change and greatly improve the effectiveness of organization performance.
中文摘要 ……………………………………………………………… i
英文摘要 ……………………………………………………………… iii
誌謝 ……………………………………………………………… v
目錄 ……………………………………………………………… vi
表目錄 ……………………………………………………………… viii
圖目錄 ……………………………………………………………… x
第壹章 緒論………………………………………………………… 1
第一節 研究背景與動機…………………………………………… 1
第二節 研究目的…………………………………………………… 3
第三節 研究流程…………………………………………………… 4
第四節 研究範圍…………………………………………………… 5
第貳章 光電產業探討……………………………………………… 6
第一節 光電產業定義與範圍……………………………………… 6
第二節 我國光電科技發展歷程…………………………………… 7
第三節 光電產業產值與現況……………………………………… 9
第參章 文獻探討…………………………………………………… 14
第一節 知識管理…………………………………………………… 14
第二節 資訊科技…………………………………………………… 27
第三節 顧客關係管理……………………………………………… 34
第四節 組織績效…………………………………………………… 41
第五節 相關文獻探討……………………………………………… 48
第肆章 研究方法…………………………………………………… 51
第一節 研究架構…………………………………………………… 51
第二節 研究假設…………………………………………………… 52
第三節 資料分析方法……………………………………………… 53
第四節 研究構面與操作因子……………………………………… 55
第五節 問卷設計…………………………………………………… 56
第六節 資料蒐集方法……………………………………………… 61
第伍章 實證分析與討論…………………………………………… 62
第一節 資料蒐集與樣本結構……………………………………… 62
第二節 各構面因素之均值分析…………………………………… 64
第三節 因素分析…………………………………………………… 71
第四節 信度檢定…………………………………………………… 77
第五節 迴歸分析…………………………………………………… 82
第陸章 結論與建議………………………………………………… 88
第一節 結論………………………………………………………… 88
第二節 後續研究建議……………………………………………… 95
第三節 研究限制…………………………………………………… 95
參考文獻 ……………………………………………………………… 97
附錄 問卷………………………………………………………… 105
簡歷 ……………………………………………………………… 111
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