Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM

Good customer relationships are the heart of organizational success. The world today has come to recognized that positive relationships with customers are crucial to an organizationâ€™s long-term success. ICT service organizations are no exception. These organizations face greater challenge as they...

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Main Author:	Abdul Wahab, Nur Ilham
Format:	Thesis
Language:	English
Published:	2005
Subjects:	QA75 Electronic computers Computer science
Online Access:	http://eprints.utm.my/id/eprint/3599/1/NurIlhamAbdulWahabMFSKSM2005.pdf
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id	my-utm-ep.3599
record_format	uketd_dc
spelling	my-utm-ep.35992018-01-07T08:20:06Z Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM 2005-11 Abdul Wahab, Nur Ilham QA75 Electronic computers. Computer science Good customer relationships are the heart of organizational success. The world today has come to recognized that positive relationships with customers are crucial to an organizationâ€™s long-term success. ICT service organizations are no exception. These organizations face greater challenge as they must sustain good relationship with customers and ensure quality services are provided. Realizing this factor, this study is set out to support CICT, UTM through the development of a standard framework for implementing CRM and Service Quality, and an IT-based solution. The project goes through four major phases which includes Strategy, Requirements, Design, and Development. These phases are further enhanced into an operational framework with consists of: (1) Phase1- Strategy, (2) Phase2 â€“ Requirements, (3) Phase3 â€“ Develop CRSQ Framework, and (4) Phase4 - Develop CICT Portal. A top-down approach is used to identify objectives, priorities and high level business needs of CICT. In the requirement phase, qualitative and quantitative data collection methods are used to study the information, process, technology and people involved. Internal interview was carried out with CICT top management and a customer survey was conducted to understand the customersâ€™ expectations and what is important to them. In Phase 3, the input obtained is analyzed into three categories which are the organizational, CRSQ framework and portal analyses. Based on these analyses and theories, components for the framework and portal are identified. For Phase 4, prototyping of the portal commenced with a hybrid of horizontal and vertical prototypes. Contents structure, a site map, a use case diagram and sequence diagrams were designed as a preliminary approach to the prototyping. As a proof of concept, the framework goes through verification and the prototype portal goes through User Acceptance Test to measure usersâ€™ acceptance. The result shows that the portal can indeed help CICT in developing good customer relationship and provide quality services. 2005-11 Thesis http://eprints.utm.my/id/eprint/3599/ http://eprints.utm.my/id/eprint/3599/1/NurIlhamAbdulWahabMFSKSM2005.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	QA75 Electronic computers Computer science
spellingShingle	QA75 Electronic computers Computer science Abdul Wahab, Nur Ilham Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
description	Good customer relationships are the heart of organizational success. The world today has come to recognized that positive relationships with customers are crucial to an organizationâ€™s long-term success. ICT service organizations are no exception. These organizations face greater challenge as they must sustain good relationship with customers and ensure quality services are provided. Realizing this factor, this study is set out to support CICT, UTM through the development of a standard framework for implementing CRM and Service Quality, and an IT-based solution. The project goes through four major phases which includes Strategy, Requirements, Design, and Development. These phases are further enhanced into an operational framework with consists of: (1) Phase1- Strategy, (2) Phase2 â€“ Requirements, (3) Phase3 â€“ Develop CRSQ Framework, and (4) Phase4 - Develop CICT Portal. A top-down approach is used to identify objectives, priorities and high level business needs of CICT. In the requirement phase, qualitative and quantitative data collection methods are used to study the information, process, technology and people involved. Internal interview was carried out with CICT top management and a customer survey was conducted to understand the customersâ€™ expectations and what is important to them. In Phase 3, the input obtained is analyzed into three categories which are the organizational, CRSQ framework and portal analyses. Based on these analyses and theories, components for the framework and portal are identified. For Phase 4, prototyping of the portal commenced with a hybrid of horizontal and vertical prototypes. Contents structure, a site map, a use case diagram and sequence diagrams were designed as a preliminary approach to the prototyping. As a proof of concept, the framework goes through verification and the prototype portal goes through User Acceptance Test to measure usersâ€™ acceptance. The result shows that the portal can indeed help CICT in developing good customer relationship and provide quality services.
format	Thesis
qualification_level	Master's degree
author	Abdul Wahab, Nur Ilham
author_facet	Abdul Wahab, Nur Ilham
author_sort	Abdul Wahab, Nur Ilham
title	Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
title_short	Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
title_full	Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
title_fullStr	Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
title_full_unstemmed	Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM
title_sort	implementing customer relationship management and service quality in supporting ict services for cict, utm
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2005
url	http://eprints.utm.my/id/eprint/3599/1/NurIlhamAbdulWahabMFSKSM2005.pdf
_version_	1747814459262369792

Implementing customer relationship management and service quality in supporting ICT services for CICT, UTM

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