第五章 結論與建議
第四節 限制與未來研究方向
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第四節 限制與未來研究方向
RM-eCRM架構研究中有幾項限制可在未來的研究中解決。首先，
目前的架構只建立6項構面及其有關的特點，未來可考慮依新的理論 發現或實務需求修改或擴大研究構面。第二，目前的架構只處理組織 績效評估及其推動力的事務，它可以擴大至處理其他決策支援議題。
例如，就股東投資價值而言，RAROC可被用來評估有效的資本配置，
以滿足資本適足率及資本結構改善以做為經營決策之用。最後本研究 的RM-eCRM架構只是立基於銀行業，未來進一步的研究可以擴大至其 他金融產業，例如金控公司、證券公司、及保險公司，以提高金融服 務業中經風險調整的績效評估概念。
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附錄 A 調查問卷
敬啟者，惠鑒：
素仰 貴單位一向熱心支持學術研究，煩請您在百忙之中，撥空填 寫問卷。在此先對您的熱心幫忙致上萬分謝意！
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本問卷主要目的在調查受訪者對於「以 RM-eCRM 架構發展銀行業電子 化客戶關係管理之風險與績效指標」之觀點，期望研究結果能提供學者 專家與相關業者參考。若您需要本研究結果，請在問卷的最後一欄留下 您的通訊資料，本研究完成後，將奉贈研究結果一份。再次感謝您的鼎 力相助，若您對本研究有任何的問題，請您聯絡：
國立政治大學資訊管理研究所 博士生 江俊豪 TEL:0970-603236
E-mail:hector@megaholdings.com.tw 敬祝
身體健康 萬事如意
國立政治大學資訊管理研究所 指導教授：曾淑峰 博士 研 究 生：江俊豪 敬上
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第一部分：「風險管理暨客戶關係管理科技運用」(RM-eCRM technology use)
請問您是否認同，如果貴公司導入「風險管理暨 客戶關係管理科技運用」(RM-eCRM technology use)，可以達成以下效益，請於下列問題的同意程 一 業務上支援(Operational support)
銷售支援(Sales support)
1 提供「交叉銷售」機會，並提示風險。
2 提供「最佳客戶」的資訊，並提示風險。
3 提供「客製化」的服務，並提示風險。
服務支援(Service support)
1 提供「日誌」的服務，並提示風險。
‧
風險管理支援(Risk management support) 1 提供客戶信用風險資訊。
2 提供客戶作業風險資訊。
3 提供客戶投資部位風險資訊。
二 分析支援(Analytical support)
資料整合支援(Data Integration Support) 1 分析各電子通路之客戶資訊，並提示風險。
第二部分：「客戶導向風險調整之關係管理」(Customer-oriented risk-adjusted management)(H2)
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第三部分：「客戶導向風險調整之管理文化」(Customer-centric risk-adjusted culture)(H1)
第四部分：「客戶互動」(Customer interaction)(H4)
請問您是否認同，如果貴公司導入「客戶互動」 認知溝通(perceived communication)
1 提供客戶雙向的溝通管道。
2 提供客戶及時互動管道及回應。
認知控管(Perceived control) 1 提供客戶導覽及引導功能。
2 提供客戶操作方便及簡易有助於客戶使用。
認知回應(perceived Responsiveness) 1 提供客戶及時資訊。
2 快速回應客戶資訊。
第五部分：「風險調整後之市場能量」(Risk-adjusted marketing capabilities )(H3)
‧
市場能量」(Risk-adjusted customer marketing capabilities )，可以達成以下效益，請於下列問 市場規劃(Marketing planning)1 發展風險調整之市場策略。
2 發展風險調整之管理與作業程序。
市場建置(Marketing implementation) 1 加強市場占有率。
2 加強客戶之忠誠度。
3 加強市場獲利能力。
4 加強客戶市場區隔。
第六部分：「風險調整後之組織績效」(Risk-adjusted
organizational performance
)(H5)請問您是否認同，如果貴公司導入「風險調整後之
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1 年(含)以下 2-5 年 6-10 年 11-20 年 21 年以上。
2、 請問 貴公司員工人數大約為：
50(含)以下 50-100 101-500 500-1000 1001-2000 2000 以上。
3、 請問 您在貴公司的服務年資為：
5 年(含)以下 6-10 年 11-15 年 16-20 年 21 年以上。
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