政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/31132

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/31132

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政大典藏 > College of Commerce > Department of MIS > Theses > Item 140.119/31132

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/31132

Title:	銀行業顧客獲利性之研究-以房貸業務為例
Authors:	蔡金宇 Tsai, Chin-yu
Contributors:	季延平 Chi, Yan-ping 蔡金宇 Tsai, Chin-yu
Keywords:	顧客獲利性工作流房貸業務企業流程模型
Date:	2004
Issue Date:	2009-09-14 09:18:57 (UTC+8)
Abstract:	隨著資訊科技的進步，與現代化的管理觀念，使得企業可以透過資訊科技來預測顧客的消費行為與模式，將有限的資源投入在相對較有價值的顧客上，用客置化甚或是量身訂做的行銷方法，來刺激顧客增加消費，以提升市場的佔有率並達到利潤的最大化。近年來藉由資訊科技發展的顧客關係管理系統，便是因此應運而生並且得到企業的廣泛重視，而如何從廣大的的顧客群資料中，去找出應該加以維繫的顧客，顧客獲利性是一個值得作為參考的指標。本研究以個案研究之方式，選定某一個案銀行之房貸業務，經由 IDEF0 工具建立企業流程模型，清楚瞭解房貸業務的各作業流程，而後應用工作流活動路徑的分析方法，找出不同顧客使用不同活動路徑的機率與其人事成本為何，比較出不同的顧客讓銀行付出不同成本之差異。提供銀行一個顧客獲利性的觀點來看待以往常被忽略的作業成本。關鍵字：顧客獲利性、工作流、房貸業務、企業流程模型
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Description:	碩士國立政治大學資訊管理研究所 92356038 93
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0923560381
Data Type:	thesis
Appears in Collections:	[Department of MIS] Theses

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