A Modeling Study on the Application of Integrated Information Systems to Telesales Management Systems

[[abstract]]電視銷售已成為電視台與各大集團競爭激烈的通路之一，對於企業來說認知到消費者購物訊息與即時反櫃，除了提供消費者適合的商品，更需在服務流程中給予消費者良好的感受與體驗。在電視銷售過程需要仰賴銷售管理系統以協助提供相關資訊，才能促使消費者有意願再度購買商品。因此，本研究採個案研究法，使用整合性資訊系統架構建構電視銷售管理系統的架構，並運用整合性資訊系統架構的組織、資料、功能、流程四個構面來解析電視銷售，據此建構一套電視銷售管理資訊系統的參考模型，以提供給系統建置人員參考，並嘗試建構電視銷售案件管理系統應具備功能，以作為未來其他機關建構類似系統的參考。最後，本研究以資訊系統成功模型驗證電銷系統之可行性，資料分析結果顯示，電銷資訊系統的資訊、系統與服務品質有顯著影響使用者滿意度。[[abstract]]Tvsales has become one of the channels to have attracted intense competition from television stations and major corporations. Firms have learnt from consumer shopping information and instant feedback that they not only have to provide consumers with suitable products but also need to offer a good feeling and experience to consumers in the service process. In the tvsales process, it is necessary to rely on sales management systems to help provide relevant information, so that consumers have the intention to repurchase products. Therefore, this study adopts a case-study method to build a tvsales management systems using an architecture of integrated information system, as well as analyzes tvsales using four dimensions in the integrated information system framework, namely, organization, data, function, and process, thereby building a set of reference models for a tvsales management information system to provide a reference for system builders. In addition, this study attempts to build the functions required in a tvsales case management system to serve as a reference for other organizations when building similar systems in the future. Lastly, this study verifies the feasibility of a tvsales system using a successful model of information system. On the basis of the data analysis results, information, system, and service quality in a tvsales information system have a significant effect on user satisfaction