magistrsko delo
Davorin Panič (Author), Boštjan Šumak (Mentor)

Abstract

Sistemi za upravljanje odnosov s strankami so poznani kot poslovno orodje za trženje, prodajo in servisiranje strank. Razumevanje potreb strank in ponudba storitev z dodano vrednostjo sta temelja uspeha. Tudi v javnem sektorju so sistemi za upravljanje odnosov s strankami ključnega pomena za vzpostavitev in ohranjanje kakovostnih odnosov s strankami. V primeru Zavoda Republike Slovenije za zaposlovanje se sistem za upravljanje odnosov s strankami delodajalci razvija v okviru lastne ekipe. Z raziskavo smo želeli ugotoviti, kateri faktorji signifikantno vplivajo na sprejetost, uporabo in uspešnost informacijskega sistema. Rezultate raziskave bomo uporabili pri nadaljnjem razvoju sistema in posledično izboljšanju javnih storitev.

Keywords

sprejetost;upešnost;javni sektor;CRM;UTAUT;magistrske naloge;

Data

Language: Slovenian
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UM FERI - Faculty of Electrical Engineering and Computer Science
Publisher: D. Panič
UDC: 338.465:351.88(043.2)
COBISS: 20619542 Link will open in a new window
Views: 749
Downloads: 79
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Other data

Secondary language: English
Secondary title: Analysis of acceptance and use of customer relationship management system at the Employment Service of Slovenia
Secondary abstract: Customer relationship management systems are established as a business tool for marketing, sales and customer service. Understanding customers' needs and offering value-added services are important for success. Public sector also acknowledges importance of relationship management systems as crucial for establishing and maintaining quality relationships with customers. In the case of Employment Service of Slovenia customer relationship management system for employers is developed within the house. The main objective of research was identifying significant factors of acceptance, use and success of information system. The results of research will be used for further system development and consequently, the improvement of public services.
Secondary keywords: acceptance;success;public sector;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za Fak. za elektrotehniko, računalništvo in informatiko, Informatika in tehnologije komuniciranja
Pages: XI, 78 str.
ID: 9609197
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