Abstract Car Insurance is the largest part of source of revenue for property insurance companies and is accounted for 50-60% of the revenue of total property insurance. In 2002, the total premium revenue for the industry is NT$48.532 billion, hence is closely related to the survival, growth and profit of the industry. Therefore, all the property insurance companies place their effort in this type of programs. The paper subjected the consumers of car mandatory insurance to investigate the subscription decision of consumers by applying concepts, techniques and loyalty in customer relationship. The statistical methods employed in this paper are logistic regression and multiple regression and the Excel and Sas computer package software are used to analysis, investigate and infer the probability and subscribing amount of general consumers in subscribing car 3rd party liability coverage based on variables including age, sex, living area, marital status, age of car, level of educations, renewed years and the car insurance premium. The findings of this research are as the following: 1. The logistic regression analysis indicates that the decision on subscribing car liability insurance is not affect by the status variables, except level of education, and is not affected by age, sex, marital status and living area. 2. The logistic regression analysis also indicate, in the transaction data statistical variables, the decision of subscribers of mandatory car insurance in subscribing car liability insurance is significantly different in age of car, years of subscribing car liability insurance and marketing channel. 3. The linear regression analysis indicates that in the decision for amount of car liability insurance will not be affected by the status variables, except level of education, and is not affected by age, sex, marital status living area. 4. The linear regression analysis also shows that in the transaction data statistical variables, the decision in of subscriber of mandatory car insurance in subscribing car liability insurance is significantly different in age of car, years of subscribing car liability insurance, but not the marketing channel. 5. Multiple regression conducted on the basis of the above analysis has come up with the following outcomes: The age of car and the year with car liability coverage have significant effect on whether to subscribe and the amount subscribed. Therefore the regression equation is established as the following: 3rd Party Liability Insurance Premium = - 10551 + 128 car age + 740 car liability insurance subscribed years. Key Words: Customer Relationship Management, Loyalty, Mandatory Car Insurance, Car Liability Coverage.

With the rise of Internet, ¡§Electronic Mailbox¡¨ becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civic participation, government enables to gather public opinions and then, to transform them into knowledge resources to policy and strategy decision-making. Therefore, the service quality of Electronic Mailbox not only becomes the manifest index of e-government service, but also influences citizen¡¦s satisfaction with government services. According to what Zeithaml et al. (2002) proposed as ¡§e-SQ model,¡¨ we set up the "e-SQ model¡¨ of Kaohsiung City Mayer¡¦s Electronic Mailbox, and bring up six dimensions as ¡§efficiency,¡¨ ¡§reliability,¡¨ ¡§fulfillment,¡¨ ¡§privacy,¡¨ ¡§responsiveness,¡¨ and ¡§empathy¡¨ to prove the proposition that ¡§Information Gap,¡¨ ¡§Design Gap¡¨ and ¡§Fulfillment Gap¡¨ do exist during the process of e-service quality delivery, especially among the manager, designer and the citizen. Through the method of interview and e-questionnaire, we confirm these propositions. The result shows that among these expectations of services, citizens would like to emphasize on ¡§operation instructions¡¨ most, subsequently ¡§ease of use,¡¨ and then ¡§politeness of responsiveness and offering interactive service.¡¨ After experiencing the services of Electronic Mailbox, citizens satisfy with ¡§operation instructions and submitting on line¡¨ the most, but almost displease with ¡§the accuracy of commitment¡¨ and ¡§degree of solving the problem,¡¨ which means the government has to understand the needs and troubles of the citizens, and then figure out some practical way to solve their problems. At last, according to these factors, this thesis proposes certain suggestions from the viewpoints of ¡§system,¡¨ ¡§the government staff,¡¨ and ¡§the needs of citizens¡¨ in order to bridge the gap between the manager, designer, and citizen. Moreover, this thesis hopes to benefit the exercise and service quality of Electronic Mailbox and citizen¡¦s satisfaction.

More and more companies have expanded their activity to other countries due to globalization. Therefore, effective management of multi-national project has become an important ability for company development. Many companies choose the matrix organization as they design the organization of multi-national project, and past studies mostly focus on the design and management of matrix organization. However, the management of network relationship inside and outside the organization plays an important role for the success of project. The management of project relationship becomes more and more complex when it comes to multi-national organization. This research explores the network relationship of matrix organization within a global project. Through a representative project selected from a multi-national company, its¡¦ organization network and project management was studied. The management of network relationship inside and outside the organization includes: (1) Management between functional organization and project organization, (2) Organizational self development, (3) Stakeholder management. This research uses case study as the research methodology and studies issues concerning the project network relationship management. Network relationship related issues were identified and compared to key points indicated by literature; then the relation chart was determined accordingly. Finally, the key point for future development of project organization was suggested.

The thesis aims to examine Customer Management Relationship strategies used by different auction websites. The thesis used content analysis to investigate different auction websites with 32 website interactive functions, which can be classified into 8 categories. The research results found that auction websites had good performance in three categories of interactive functions(the website interactive interfacing, information offering, and individual options). It should be noted that two leading auction websites, namely Yahoo! and eBay, perform better than others in interactive interfacing. Roodo! is ranked the third and itemBay for cyber asset transactions the fourth. The result suggested that the auction websites should enhance sitemap navigating features, upgrade the webpage update rate, offer customer support activities, on-line surveys, routine raffle-drawing events, consolidate a customer-based community, and appealing on-line interactive games.

Service industry in Taiwan has a great advance during these decades, but one characteristic of the service industry is that service is easily and immediately copied by competitors. In order to cultivate more loyal customers, it is important to create excellent customer relationship management process and to expend every marketing budget wisely. Based on previous study, Reinartz, Krafft & Hoyer (2004) argued two outcomes. One is that CRM process measure outlines three key stages: initiation, maintenance, and termination; the other one is that the implementation of CRM process has a moderately positive association with both perceptual and objective company performance. This research is a case study aims to verify the result by interviewing the managers of nine travel agencies in Taiwan. This research concludes the following results from the interviews of nine travel agencies; especially focuses on the fulfillment of CRM process and the tourism classifications. First, the more a travel agency puts emphasis on service quality, the higher implementation of CRM process they perform. Secondly, it is difficult to evaluate the effects of the CRM process by judging the sales revenue between tourism wholesalers and retailers in 2005, because there are different in their business components. With respect to the classifications of travel agencies, the connections between CRM process and performances are as follows: (1) for the tourism wholesalers, the more cooperative retailers a wholesaler has, the better financial performance it shows. (2) The retail agencies that have enterprises as customers have better financial performances than that only have mass customers.(3) In the tourist industry, if the companies concentrate more on CRM, they would have better non-financial performances. (4) For tourism wholesalers, the more they concentrate on CRM, the better non-financial performances they represent. Finally, it is not significant that the organizational differences have impacts on CRM process and company performance.

Globalization, rapid hi-tech developments, and deregulations have heated up the competitions in retail industry. Retailers, in order to gain competing edge to stay in business, have to jump over board for substantial investments in new retail technologies to keep up the paces for business developments and services or for mere survival. Yet, customers are the source of fund for a corporation and are the purposes of the existence of a corporation. At the forefront of a corporation, it is the focus on retaining existing customers and developing new customers (markets). It is about sales and marketing of which all require more sophisticated skills for paying attention to in this new information age. Therefore, CRM (customer relationship management) has become an issue that new computer technologies are used for gaining the edge winning customers. New technologies enable CRM to provide information and manage data faster than like never before. This research study is quantities and qualitative analysis of CRM¡¦s role with current mass retailers¡¦ membership programs. We outline present consumer behaviors and market trends, as well as, identifying what future trends could be. We hope this research could server as references for top management decision making so that the CRM program(s) can be tailored to their needs. The objectives of this research report are 1. Qualitative searches for definitions, benefits, and features of CRM 2. Connect the dots of marketing and information technology 3. Case study of mass market retailer¡¦s membership program 4. Future trend of CRM and what could impede the performance of a CRM program We¡¦d draw the issues of why a corporation today needs to implement CRM, what results a CRM can bring for a corporation, and how a corporation could achieve with it.

In the consumer consciousness to surge upward, the product to weed through the old to bring forth the new unceasingly, under the market environment fast icissitude time, wants to maintain the customer loyalty to have all the more difficult tendency. Hence, how to maintain good relationship with customers to strength their willingness to frequent communicate with back has become very important. Therefore for various bank raises one's head in the competition intense environment, then with every effort develops each service, provides measures the financial service and the related product for the customer which the body subscribes does, hoped that can establish the long-time relations. Motivation of this research is to investigate correlations among customer relationship management, customer satisfaction, and customer loyalty from customers¡¦ point of view and through questionnaire to understand credit card holders¡¦ recognized feelings while interacting and communicating with the issued bank. The research targets are credit card holders live in Tai Chung city. The available sample size is 385, this research main analysis result is altogether as follows: First, the partial demographic variables are related to credit card holding situations. The results could be a reference for operator in planning for related marketing strategy Second, the partial demographic variables and credit card holding situations have significant differences to customer relationship management, customer satisfaction and customer loyalty. Third, There is positive relationship customer satisfaction and customer relationship. Customer satisfaction affects customer relationship, which means when customers recognize credit card issuing bank more then the relationship will show betters. Discovered according to this findings that the customer will relate the management truly to affect the customer loyalty, and the customer service, the interactive emotion, support processing and the technology will display these four construction surface are also the consumer take seriously.

Abstract The competitive market in 21 century is full of uncertainty. The needs of customers change fast as time, location, age, and feelings. Customers lead market. Successful business in uncertain environment must respect, understand, satisfy, and master customers. Only when business do well in CRM, and then customers can shop goods again. And public praise not only reduce the cost of marketing to open up new customers but also gain sales and profits. The culture of customer-oriented is the premise of CRM. Understand customers¡¦ needs, meet them, provide good service and process, make sure the safety convenience of deals. Because customers are satisfied and have high loyalty, it can produce the beneficial result of CRM. Building HR effective management is from the business culture of customer-oriented in competitive age. And HRD is more important than assets. Information resource has become a part of life for people. Business managers should consider how to use information resource and technology ability well. Let these tools help employees provide better services to customers. By doing this we can increase sales profits, raise customer loyalty, and reduce business cost. The results of research are as follows¡G 1.HRM activities and the beneficial result of CRM have significant relation. 2.To HRM activities and the beneficial result of CRM, some parts of COC are mediators. 3.HRM activities and the culture establishing of customer-oriented have significant relation. 4.Technology skills¡Bculture of customer-oriented and CRM have moderator situation. 5.Information resource¡Bculture of customer-oriented and the beneficial result of CRM have moderator situation.

In recent years, owing to the network, the information science and technology, and the telecommunications industry¡¦s popularization, make the interaction between the enterprise and customer more frequent. The more rigid marketing to customer, the higher quality of product and service can be applied to the customer request. How to dig the high profit rate customer in the general customer group, and maintain good the interaction relationship among the customers, and detain the customers who already has, then becomes a key factor to adopt the Customer Relationship Management (CRM). In this research, we find that most CRM literature focused on the case study, or adopted the key factor discussion and the theory of CRM elaboration. The main purpose of our research is to define and develop an Architecture-Oriented Customer Relationship Management Model (AOCRMM). This model provides the information and the way of construction of CRM, so the entire construction of CRM can be easily understood. In this model, the sufficient defines structure element, service of structure element, and behavior. By unifying structure viewpoints, behavior viewpoints, and resources viewpoints, we then construct the structure behavior coalescence for a CRM system. We conclude that AOCRMM, being an integration model, enables enterprise organization, IT system, internal business processes, etc. to be a single interface to customers. Also AOCRMM makes the organization behavior be presented easily the resources be used effortlessly, and have a good communication effect of organization and external environment.

With the high development of society and economy, the rising level of national education, and the awareness of consumer rights in Taiwan, consumers¡¦ demands for medical and health care is increasing. The role of consumers has transformed to actively select and require medical and health care. The implementation of the National Health Insurance leads to the role change of the medical provider from a price maker to a price receiver, which benefits hospitals with mass product and cost control. Therefore, price-drive medical consumers become quality¡Vdriven ones, which benefits hospitals with good faculty, facilities and service. Nowadays, the hospital business environment is becoming more and more competitive. It is vital not only for hospital substantial business to create customer value of service and quality but also for hospital competitiveness to satisfy customer needs. The business strategy of hospitals is to greatly strengthen internal management and actively seek for the interaction with the external environment to keep survival and growth. Besides, hospitals apply CRM in order to attract new customers, retain old customers and to increase the profits of the customer contribution. Because of the limit of cost and budget tight policy, large hospitals are increasing their scale and the limited resource /number of customers. In this case, it is necessary for hospital¡¦s business strategy to focus on both quality and cost effectiveness. Hospitals build the tight relationship with customers so that they are willing to be diagnosed. Thus, Customer Relationship Management is the core competitive advantage for hospitals. Nevertheless, hospitals are less willing to purchase extracorporeal shock wave lithotripsy machines for the sake of the tight finance budget. As far as medical device suppliers are concerned, they have to adopt BOT approach in order to maintain business growth. Regarding the medical service and cooperation model for renal calculus patients, we discover that it is the equipment suppliers that are responsible for CRM rather than hospitals establishment. The retention number and returning frequency is the key to the revenues of the equipment suppliers, which means the relationship between hospitals and suppliers are unbroken. Our research indicates that the business model of extracorporeal shock wave lithotripsy machine can apply the concept of CRM. The medical equipment business and medical organization develop the model of the patient service with the base; CRM, the core value: customers and the hospital vision. We construct the ¡§four wins¡¨ model for the hospital, the patient, the Health Insurance Bureau and the business with the decision-making strategy, customer service and IT application.