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題名 銀行風險調整後電子化客戶關係管理績效指標之研究
Investigating risk-adjusted eCRM performance indicators – a banking example
作者 江俊豪
Chiang, Chun Hao
貢獻者 曾淑峰<br>楊建民
江俊豪
Chiang, Chun Hao
關鍵詞 文獻計量學
金融風險
企業風險管理
電子客戶關係管理
日期 2012
上傳時間 1-三月-2013 09:24:50 (UTC+8)
摘要 金融產業對國家經濟具有舉足輕重的影響力，因為金融一旦出現問題，導致其仲介功能失靈，將對產業營運造成負面衝擊，甚而影響整體經濟成長。本研究以金融風險文獻計量為起點，探討金融風險文獻發展狀況，蒐集年代從1970至2009年間國際金融商學相關資料庫書目資料，進而以電子客戶關係管理角度，彙集學者專家之相關文獻，建立整合性風險與客戶關係管理架構(RM-eCRM)，來衡量銀行線上客戶服務之風險調整後績效，此架構包含「風險管理暨客戶關係管理科技運用」、「客戶導向風險調整之關係管理」、「客戶導向風險調整之管理文化」、「客戶互動」、「風險調整後之市場能量」及「風險調整後之組織績效」等六項研究構面，並設計電子客戶關係管理之風險調整後績效衡量架構與系統雛型。本研究主要貢獻是建立風險調整後電子客戶關係管理之績效指標，藉此衡量電子客戶服務績效。
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描述 博士
國立政治大學
資訊管理研究所
94356506
101
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0943565061
資料類型 thesis
dc.contributor.advisor 曾淑峰<br>楊建民zh_TW
dc.contributor.author (作者) 江俊豪zh_TW
dc.contributor.author (作者) Chiang, Chun Haoen_US
dc.creator (作者) 江俊豪zh_TW
dc.creator (作者) Chiang, Chun Haoen_US
dc.date (日期) 2012en_US
dc.date.accessioned 1-三月-2013 09:24:50 (UTC+8)-
dc.date.available 1-三月-2013 09:24:50 (UTC+8)-
dc.date.issued (上傳時間) 1-三月-2013 09:24:50 (UTC+8)-
dc.identifier (其他 識別碼) G0943565061en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/57044-
dc.description (描述) 博士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 94356506zh_TW
dc.description (描述) 101zh_TW
dc.description.abstract (摘要) 金融產業對國家經濟具有舉足輕重的影響力，因為金融一旦出現問題，導致其仲介功能失靈，將對產業營運造成負面衝擊，甚而影響整體經濟成長。本研究以金融風險文獻計量為起點，探討金融風險文獻發展狀況，蒐集年代從1970至2009年間國際金融商學相關資料庫書目資料，進而以電子客戶關係管理角度，彙集學者專家之相關文獻，建立整合性風險與客戶關係管理架構(RM-eCRM)，來衡量銀行線上客戶服務之風險調整後績效，此架構包含「風險管理暨客戶關係管理科技運用」、「客戶導向風險調整之關係管理」、「客戶導向風險調整之管理文化」、「客戶互動」、「風險調整後之市場能量」及「風險調整後之組織績效」等六項研究構面，並設計電子客戶關係管理之風險調整後績效衡量架構與系統雛型。本研究主要貢獻是建立風險調整後電子客戶關係管理之績效指標，藉此衡量電子客戶服務績效。zh_TW
dc.description.tableofcontents 表目錄
圖目錄
第一章 緒論………………………………………………………10
第一節 研究背景與動機……………………………………11
第二節 研究目的與範圍……………………………………14
第三節 研究內容與論文結構…………………………………15
第二章 文獻探討與研究模型………………………………………20
第一節 金融風險定義………………………………………20
第二節 金融風險分類………………………………………21
第三節 金融風險回顧………………………………………23
第四節 顧客關係管理概述…………………………………27
第五節 電子顧客關係管理概述及各構面…………………30
第三章 研究方法…………………………………………………44
第一節 結構方程式…………………………………………45
第二節 適合度指標………………………………………46
第三節 衡量模型評估……………………………………51
第四節 資料收集與問卷設計方式………………………53
第四章 研究結果………………………………………………60
第一節 問卷受訪者統計分析……………………………60
第二節 實證研究之信度與效度…………………………61
第三節 研究模型架構之路徑分析………………………78
第四節 資料分析結論……………………………………84
第五節 實例個案…………………………………………87
第五章 結論與建議……………………………………………100
第一節 理論意涵…………………………………………102
第二節 管理意涵…………………………………………103
第三節 研究貢獻…………………………………………104
第四節 限制與未來研究方向……………………………105
附錄 A調查問卷………………………………………………… 106
參考文獻………………………………………………………… 112

表目錄
表1 金融風險分類相關文獻……………………………………22
表2 東南亞各國貨幣匯率變動情形……………………………25
表3 東南亞各國GDP變動情形…………………………………25
表4 RM-eCRM構面指標操作型定義……………………………40
表5 風險管理暨客戶關係管理科技運用的衡量問項…………54
表6 客戶導向風險調整之關係管理的衡量問項………………55
表7 客戶導向風險調整之管理文化的衡量問項………………56
表8 客戶互動構面的衡量問項…………………………………57
表9 風險調整後之市場能量的衡量問項………………………58
表10風險調整後之組織績效的衡量問項………………………59
表11問卷填答者統計分析………………………………………61
表12信度與效度分析……………………………………………64
表13各項相關矩陣之區別效度度與效度………………………77
表14各構面之路徑分析及假說檢定……………………………87
表15各構面主要指標相關性……………………………………93
圖目錄
圖 1. 道瓊工業指數…………………………………………………27
圖 2. 結合風險管理與電子客戶關係管理之RM-eCRM研究模型…43
圖 3. 本研究流程設計………………………………………………47
圖 4. RM-eCRM研究架構……………………………………………62
圖 5. 研究模型結構之路徑分析與假說檢定………………………83
圖 6.客戶互動與風險調整後之市場能量及風險管理暨客戶關係管理科技運用之中介效果分析………………………………84
圖 7. 各構面主要指標關連圖………………………………………92
圖 8. 信用卡業務營收比率…………………………………………94
圖 9. 風險管理文化與政策…………………………………………95
圖 10. 風險管理與詐欺案件……………………………………… 96
圖 11.風險調整後市場能量與損失…………………………………97
圖 12.客戶互動與滿意度……………………………………………98
圖 13.風險調整後績效………………………………………………99		zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0943565061en_US
dc.subject (關鍵詞) 文獻計量學zh_TW
dc.subject (關鍵詞) 金融風險zh_TW
dc.subject (關鍵詞) 企業風險管理zh_TW
dc.subject (關鍵詞) 電子客戶關係管理zh_TW
dc.title (題名) 銀行風險調整後電子化客戶關係管理績效指標之研究zh_TW
dc.title (題名) Investigating risk-adjusted eCRM performance indicators – a banking exampleen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 參考文獻
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