資訊管理展望，第五卷，第二期，2003年12月
非營利組織推動顧客關係管理對顧客信任和關係承諾之影響─以玩具公會為例，楊亨利
林俊伊
[摘要] [全文]
以 BS 7799 為基礎評估銀行業的資訊安全環境，黃明達 曾淑惠
[摘要] [全文]
資料庫綱要整合中屬性語意關係預測之研究，鄭滄祥 魏志平
[摘要] [全文]
應用模糊理論於入口網站服務績效之研究，王天津 劉素苓
[摘要] [全文]
A Formal Language System Supporting General Product
Machines，Sheng-Wei Lin、Heh-Tyan Liaw
[摘要] [全文]
國營企業之顧客關係管理─以中華電信為例，張 振 松
[摘要] [全文]
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[回目次] [全文]
非營利組織推動顧客關係管理對顧客信任和關係承諾之影響─以玩具公會為例，楊亨利
林俊伊
本研究以非營利組織為研究標的，參考國內外顧客關係管理理論和信任─承諾理論
文獻，建立一個觀念架構，試圖瞭解非營利組織和顧客間形成信任和關係承諾的原因，
並探討若以資訊科技實施顧客關係管理的後續影響。然後，以玩具產業同業公會為實證
對象，分析各變數構面之認知情形，並對假說與架構，進行相關分析、複迴歸分析與路
徑分析。結果發現資訊科技的運用能力能夠增加資訊科技支援業務的程度，並正向影響
公會推動顧客關係管理的應用程度；服務人員特質會影響到廠商對服務人員的信任，並
進而影響廠商對公會的信任，同時對服務人員的信任也是影響對公會信任最重要的因
素。但是，亦發現若不當地實施顧客關係管理可能會造成廠商對公會信任程度的降低。
關鍵字：非營利組織 、顧客關係管理、信任、關係承諾、資訊科技
[回目次] [全文]
以 BS 7799 為基礎評估銀行業的資訊安全環境，黃明達 曾淑惠
本研究以問卷調查方式，分析本國銀行及外商銀行在資訊安全方面的運用現況。經由集群
(Cluster)的分析方法，將資訊安全運用現況分成三群，本論文依各群的平均分數高低將本國銀行及
外商銀行的資訊安全運用程度依序歸類為A、B、C 三個集群。另一方面，利用研究中所列出各集
群間資訊安全運用的差異項目，可做為集群平均數較低的銀行持續加強，以提升集群的參考依據。
本研究發現在運用現況方面：本國銀行及外商銀行在資訊安全運用上最重視的三個控管要點依
序為「存取控制」、「實體與環境安全」與「系統開發與維護」，而最需要加強是「安全組織」、「遵
行」、「安全政策」方面的運用。
關鍵字：BS 7799、資訊安全、銀行業
[回目次] [全文]
資料庫綱要整合中屬性語意關係預測之研究，鄭滄祥 魏志平
當企業進行整體性資訊的擷取與系統再生及擴充時將遭遇整合異質資料庫的問
題。由於快速、正確地預測屬性間的語意對應關係可以有效地提升資料庫整合的效率，
因此許多學者利用屬性名稱、文字間的語意知識、屬性規格定義以及屬性的內容值統計
特徵等各類資訊，提出許多屬性語意對應關係的預測方法。本研究考量了屬性的內含語
意以及具有語意對應關係之屬性配對的稀少性，以屬性的名稱、規格定義或內容值特徵
作為屬性關係預測的資訊基礎，利用監督式學習法配合多專家分類器建構法建立可預測
屬性間語意對應關係的自動化機制。實驗結果顯示，分別以倒傳式類神經網路及C4.5
決策樹所建構的兩種多專家分類器中，利用類神經網路所建構的多專家分類器具有較佳
的預測效能。另外，合併使用源自於規格定義(含屬性名稱)與內容值特徵的兩類預測變
數所建構之預測模式具有最佳的預測效能。
關鍵字：資料庫整合、綱要整合、分類分析、類神經網路、決策樹歸納學習、資料類別不對稱性
[回目次] [全文]
應用模糊理論於入口網站服務績效之研究，王天津 劉素苓
由於網際網路的快速發展，及全球資訊網的興盛，網路世界充斥著各式各樣的資
訊。入口網站是網路使用者連上網的起始點，使用者將其視為通往網際網路的大門，亦
為尋找資料的來源。因此如何在目前競爭的環境中，提供符合使用者需求的服務，被認
為是影響入口網站成功與生存的必要策略。
根據資策會調查資料，年輕學生族群是上網普及率最高的族群。在為數眾多的入口
網站中，哪些功能設計服務才能滿足學生網路族群，並進而影響其使用忠誠度，即為本
研究探討的重點。
本研究結合模糊理論及多位評估者意見，針對評估準則及各入口網站利用語意變數
分別給予權重及評比，以最大集合與最小集合法進行集合運算及解模糊化，進而整合以
求得各入口網站得分排序，最後評選出最佳入口網站，以系統化方式來分析入口網站的
成功關鍵因素，作為入口網站業者在經營上的參考。
關鍵字：入口網站、模糊理論、網際網路、服務績效
[回目次] [全文]
A Formal Language System Supporting General Product
Machines，Sheng-Wei Lin、Heh-Tyan Liaw
A formal language system supporting general product machines
is proposed in this paper.
Product machines of finite automata are usually represented
by DFA. However, some NFA
are not suitable to be converted into DFA, and the size
of product machines is easily
overflowed. The structure of general product machines is
proposed and implemented in
object-oriented technique so that many practical finite
automata which can not be created in
other systems can be managed in our system easily. Besides,
a Java class of language
iterators is presented to help the understanding of languages.
Keywords: general product machine, language
iterator, object-oriented technique, formal
language, finite automata.
[回目次] [全文]
國營企業之顧客關係管理─以中華電信為例，張 振 松
本文針對「國營企業」提出新的顧客關係管理（Customer Relationship Management，
CRM）架構與經營模式，並以此新架構與經營模式來評估國營企業實施CRM成效。且
以國營企業實施CRM先驅，電信業龍頭─中華電信為例，實際來探討國營企業實行CRM
之效益。最後，期望本文能對目前台灣許多面臨企業競爭之國營企業與其他正要轉型之
傳統產業有所助益。
關鍵字: 國營企業、顧客關係管理、客服中心、多層次訓練體系、顧客滿意度
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Journal of Information
Management, Vol. 5, No.2, December. 2003
Abstract
The Influence of Applying CRM on Customer Trust
and Commitment in Non-Profit Organizations
─Taking the Example of Taiwan Toy
Heng-Li Yang
Jzi Ping Lin
Through literature review, this research proposes a concept
framework for non-profit
organizations in order to understand why customers and the
organization can establish trust,
commitment and future cooperation, and what would happen
if applying information
technology (IT) to customer relationship management (CRM).
Then, the Taiwan Toy
Manufacturers’ Association was chosen for our empirical
study. This research has collected its
member perception of the variables, applied correlation
analysis, regression analysis and path
analysis to verify the hypotheses and framework. The findings
indicate that IT capabilities
could foster the support for business activities, and then
enhance CRM applications. The traits
of service persons would influence the customer trusts on
them, which furthermore would be
the most important factor affecting customer trust on the
Association. Relationship benefits &
costs and trust on the Association would influence relationship
commitment. On the other
hand, this research also found that the improper applications
of CRM would decrease the trust
on the Association.
Keywords: Non-Profit Organization, Customer
Relationship Management, Trust,
Relationship Commitment, Information Technology.
[Full Text]
A Study of Information Security with BS 7799 in
Banking
Ming-Dar Hwang
Shwu-Huey Tzeng
This research is to present the current status of information
security by means of the
questionnaire between native banks and foreign banks in
Taiwan. By using Cluster
Analysis, banks are divided into three clusters and classified
as A, B, C clusters according
to the average of ten information security application subjects.
This analysis of the
differences among three clusters can also provide a reference
basis to improve and promote
the grading and information security for banks with lower
average .
The results of this study revealed three subjects of information
security application
they attach the most importance to on “access control”,
“physical and environmental
security”, and “systems development and maintenance”. With
the subjects necessary to be
reinforced are “security organization”, “compliance”, and
“security policy".
Keyword：BS 7799, Information Security,
Banking
[Full Text]
Attribute Correspondence Identification for Supporting
Schema
Integration
Tsang-Hsiang Cheng
Chih-Ping Wei
Schema integration is an essential yet challenging research
issue concerning the
integration of heterogeneous databases or information systems
reengineering. To facilitate
schema integration, correspondences between attributes in
different databases need to be
identified. In this study, we proposed a supervised learning
approach, based on the use of
attribute specifications and content characteristics, for
supporting the identification ofattribute
correspondences. In addition, the proposed approach incorporated
the multi-classifier
approach to addressing the challenge of a highly skewed
class distribution between
correspondent attribute pairs and non-correspondent attribute
pairs. Empirical evaluation
results suggested that the backpropagation neural network
technique outperformed a decision
tree induction method (specifically, C4.5). In addition,
the use of attribute specifications
together with content characteristics as input attributes
resulted in the better predictive
accuracy.
Keywords: Database Integration, Schema
Integration, Classification Analysis, Neural
Network, Decision Tree Induction, Data Skewness
[Full Text]
An Application of Fuzzy Sets in the Service Performance
of Portal Sites Tien-Chin Wang
Su-Ling Liu
Due to the rapid growth of Internet and WWW, there is abundant
information available
everywhere. The portal is the beginning point and entryway
of a consumer’s Internet
experience. It can help the user to look for the information
on the Internet. The importance of
portal sites is increasing because they aim at directing
users to desirable websites and thus
obtain useful information. In the competitive environment
nowadays, it is essential for these
portals to accommodate beneficial services, in order to
be continuously successful.
According to the survey of the Institute for Information
Industry, students are the majority
Internet population. The purpose of this paper is to look
into the key attributes of services
that would satisfy the needs of students and affect their
loyalties.
The study has collected the questionnaires of 300 student
users. The questionnaire records
the weighting values of 88 services concerning 5 domestic
portals. Here the study analyzes
these values by using the fuzzy set theory to rank these
5 portals. The important factors for
portals are also extracted. It is believed that this systematic
approach can help design
asuccessful and useful portal site.
Keywords: portal sites, fuzzy sets, Internet,
service performance
[Full Text]
A Formal Language System Supporting
General Product Machines
Sheng-Wei Lin
Heh-Tyan Liaw
A formal language system supporting general product machines
is proposed in this paper.
Product machines of finite automata are usually represented
by DFA. However, some NFA
are not suitable to be converted into DFA, and the size
of product machines is easily
overflowed. The structure of general product machines is
proposed and implemented in
object-oriented technique so that many practical finite
automata which can not be created in
other systems can be managed in our system easily. Besides,
a Java class of language
iterators is presented to help the understanding of languages.
Keywords: general product machine, language
iterator, object-oriented technique, formal
language, finite automata.
[Full Text]
The Customer Relationship Management of State-Owned
Enterprise-The
Chunghwa Telecom as Example
Chen-Sung Chang
The new structure and business models of Customer Relationship
Management (CRM)
for the state-owned enterprise are proposed in this paper.
These models are used to estimate
the effects of the CRM practice for the state-owned enterprise.
The case of the Chunghwa
Telecom Co. Ltd, the largest service industry and the giant
of the telecommunication industry
in Taiwan is provided. Its practice shows how to have good
customer relationship
management, and is used to estimate the effects of the CRM
practice for the state-owned
enterprise. Finally, it is hoped that this study will provide
the state-owned enterprises that are
facing competitions, as well as other transforming traditional
enterprises useful help.
Keywords: State-Owned Enterprise, Customer
Relationship Management, Call Center,
Multi-Layer Training System, Customer Satisfaction
[Full Text]