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Author: Markos Mulat
Publisher: GRIN Verlag
ISBN: 3668595119
Category : Business & Economics
Languages : en
Pages : 116
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Book Description
Master's Thesis from the year 2016 in the subject Business economics - Business Management, Corporate Governance, grade: 3.92, Addis Ababa University (Business and Economics), course: Public Management and Policy, language: English, abstract: Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow and in the process of delivering quality service, technology plays a larger role. The purpose of this study was to explore the achievements, pinpoint the challenges and scrutinize the prospects of integrating Enterprise Resource Planning (ERP) & Customer Relationship Management (CRM) and analyze their impact on quality service delivery in Ethiopian Airlines. A structured questionnaire was designed, pretested, modified, and self-distributed to senior executives, employees and customers of the company to capture data. A total sample of 165 were taken as a respondent. Out of these, 115 were employees of the company and 50 were customers who have made a flight with Ethiopian airlines on any route. Quantitative & qualitative techniques were selected to collect the data. Non-probability purposive sampling was used during the selection of the sample. The SPSS computer package was used to analyze the collected data. Feedbacks received from 84 employees and 45 customers were analyzed & the response rate was 73.1 and 90 percent respectively. The analysis of employee responses revealed that the integrated systems has improved various functions of different department in the company by acting as a catalyst to support the tactical planning processes, ensures the right number and kinds of people at the right place and right time, reduced the financial cycle closing time and improve the supply chain performance by adding value to the company. In addition, since the integration, the company is enjoying the ultimate benefit of all-in-one system that can decrease errors, lower cycle times, reduces turnaround time, and support management decisions. The findings also indicated that delivering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty. Several challenges were also pointed out among which included lack of finance to update and maintain the systems, lack of expertise in IT to operate the systems, lack of training and development of staff on the systems. The study also assessed the perception of the customers about the quality of the service delivered by the Ethiopian Airlines by using five dimensions of the SERVQUAL model.
Author: Markos Mulat
Publisher: GRIN Verlag
ISBN: 3668595119
Category : Business & Economics
Languages : en
Pages : 116
Get Book Here
Book Description
Master's Thesis from the year 2016 in the subject Business economics - Business Management, Corporate Governance, grade: 3.92, Addis Ababa University (Business and Economics), course: Public Management and Policy, language: English, abstract: Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow and in the process of delivering quality service, technology plays a larger role. The purpose of this study was to explore the achievements, pinpoint the challenges and scrutinize the prospects of integrating Enterprise Resource Planning (ERP) & Customer Relationship Management (CRM) and analyze their impact on quality service delivery in Ethiopian Airlines. A structured questionnaire was designed, pretested, modified, and self-distributed to senior executives, employees and customers of the company to capture data. A total sample of 165 were taken as a respondent. Out of these, 115 were employees of the company and 50 were customers who have made a flight with Ethiopian airlines on any route. Quantitative & qualitative techniques were selected to collect the data. Non-probability purposive sampling was used during the selection of the sample. The SPSS computer package was used to analyze the collected data. Feedbacks received from 84 employees and 45 customers were analyzed & the response rate was 73.1 and 90 percent respectively. The analysis of employee responses revealed that the integrated systems has improved various functions of different department in the company by acting as a catalyst to support the tactical planning processes, ensures the right number and kinds of people at the right place and right time, reduced the financial cycle closing time and improve the supply chain performance by adding value to the company. In addition, since the integration, the company is enjoying the ultimate benefit of all-in-one system that can decrease errors, lower cycle times, reduces turnaround time, and support management decisions. The findings also indicated that delivering high quality service increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty. Several challenges were also pointed out among which included lack of finance to update and maintain the systems, lack of expertise in IT to operate the systems, lack of training and development of staff on the systems. The study also assessed the perception of the customers about the quality of the service delivered by the Ethiopian Airlines by using five dimensions of the SERVQUAL model.
Author: Vivek Kale
Publisher: CRC Press
ISBN: 1482231425
Category : Business & Economics
Languages : en
Pages : 518
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Book Description
In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap. Implementing SAP® CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation. CRM implementations can add significant benefit to the company’s bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise, and provides a framework for business operations based on customer relationships, rather than the traditional four Ps (product, positioning, price, promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies, services, and relationships.
Author: Eid, Riyad
Publisher: IGI Global
ISBN: 1466602899
Category : Business & Economics
Languages : en
Pages : 359
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Book Description
"This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.
Author: Wang, John
Publisher: IGI Global
ISBN: 1609601408
Category : Business & Economics
Languages : en
Pages : 443
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Book Description
"This book examines current, state-of-the-art research in the area of service sectors and their interactions, linkages, applications, and support using information systems"--Provided by publisher.
Author:
Publisher: Cybellium
ISBN: 1836790996
Category : Technology & Engineering
Languages : en
Pages : 225
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Book Description
Welcome to the forefront of knowledge with Cybellium, your trusted partner in mastering the cutting-edge fields of IT, Artificial Intelligence, Cyber Security, Business, Economics and Science. Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
Author: H. Peeru Mohamed
Publisher: Vikas Publishing House
ISBN: 9788125912057
Category : Customer relations
Languages : en
Pages : 242
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Book Description
This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
Author: Chuck C.H. Law
Publisher: Cambridge Scholars Publishing
ISBN: 1527532658
Category : Business & Economics
Languages : en
Pages : 275
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Book Description
The recent decades have witnessed many ERP failures attributable to a plethora of mistakes, and the author writes this book aiming to correct these malpractices concerning ERP adoption. The author presents an adoption methodology, called the Full Lifecycle ERP Adoption Reference (FLEAR) model, to promote holistic project management. Furthermore, from a holistic perspective, successful ERP adoption cannot be achieved in isolation of other business and organizational issues such as IT-business strategic alignment, IT governance, change management, and business process changes. Unlike many ERP books in the market which cover mostly technical deployment issues, this book also addresses the aforesaid business-related issues. Theoretical discussions are supported by extensive research, and practical experience drawn from North American and international contexts to benefit practitioners involved in international assignments. Thus, this book will benefit not only MIS personnel, but also non-technical business practitioners. It will also be a useful supplement for university-level MIS and business process management courses.
Author: Hossein Bidgoli
Publisher: John Wiley & Sons
ISBN: 0471689963
Category : Business & Economics
Languages : en
Pages : 875
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Book Description
The Internet Encyclopedia in a 3-volume reference work on the internet as a business tool, IT platform, and communications and commerce medium.
Author: Cybellium
Publisher: Cybellium
ISBN: 1836793820
Category :
Languages : en
Pages : 390
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Book Description
Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
Author: Makoto Nakayama
Publisher: IGI Global
ISBN: 1591405173
Category : Business & Economics
Languages : en
Pages : 272
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Book Description
Managing for IT skills is never easy at the firm level. Technologies change constantly and rapidly. The supply and demand of IT skills fluctuate. Firms do not have commonly recognized frameworks to manage IT skills of their workforce. A consistent taxonomy of IT skills is underdeveloped and used infrequently in industry. Managing IT Skills Portoflios: Planning, Acquisition and Performance Evaluation provides the basic vocabulary and managerial framework for managing strategically the IT workforce at the firm level. It also informs mangers what tools and services are available to assess the skill levels of their IT workforce and job candidates. Finally, it gives different perspectives on managing IT skills - how individuals, HR managers, educators, and governments approach IT skills management.
