e-비즈니스 활동이 품질경영성과에 미치는 영향 = Effects of e-Business on Quality Management Performance

다국어 초록 (Multilingual Abstract)

Although there are many factors that influence the managerial performance of organizations, many companies try to use electronic communication technology for customer satisfaction and process optimization these days. With the proliferation of telecommunication technologies, the traditional focus of information systems on the internal operation has shifted to external activities such as customer care and supplier/ partner relationships. In recent years, the Internet has come to revolutionize the way in which business is operated and is related with other businesses. Internet- oriented QM (Quality Management) activities have played a significant role in providing speedy, efficient, and accurate means of business transactions and business process reengineering especially in the areas of customer relationship management (CRM) and supplier/partner relationship management (SCM: supply chain management).
The purpose of this study is to analyze the impact of e-quality management (e-QM) activities on business quality and performance. In order to analyze the impact of e-QM empirically, e-QM activities are further divided into two groups, e-CRM and e-SCM. Activities in each group together with related technologies are defined. This study investigates the degree to which company's use of Internet and questionnaires to collect data for statistical analysis. From the empirical analysis, it is shown that the degree of e-QM operations is positively related with operational performance. This indicates that companies with more e-CRM and e-SCM activities tend to perform operations more efficiently and more effectively with possibly brighter future financial performances.