Title :
Identifying the quality evaluation indicator of CRM using an extended DEMATEL method
Author :
Ya Qun Li;Wan Chun Duan
Author_Institution :
School of Humanities and Information Management, Chengdu Medical College, Chengdu, China
Abstract :
The quality evaluation indicator system of CRM(Customer Relation Management) is the basis of understanding their business capacity for commercial banks. First, the quality evaluation indicator system is constructed; then, corresponding analysis model is suggested by the DEMATEL(Decision Making Trial Evaluation Laboratory) method based on interval scales. Finally, the total degrees of given and received influences, the degree of cause and the importance grade are analyzed.
Keywords :
"Customer relationship management","Gold","Yttrium","Computers","Information management","Banking"
Conference_Titel :
Computer and Computational Sciences (ICCCS), 2015 International Conference on
Print_ISBN :
978-1-4799-1818-8
DOI :
10.1109/ICCACS.2015.7361367
