The factors affecting user?s satisfaction in using the Customer Management Information System at Vietnam?s Northern Power Corporation (NPC)

The factors affecting user’s satisfaction in using the Customer Management Information System at Vietnam’s Northern Power Corporation NPC Student ： Nguyen Duc Manh.. Research Background

The factors affecting user’s satisfaction in using the Customer Management Information System at Vietnam’s

Northern Power Corporation (NPC)

Student ： Nguyen Duc Manh

ID : 11731334 Advisor ： Dr Pi-Chung HsuCo-Advisor: Dr Nguyen Chi Thanh

Department of Information Management

August, 2012

1

Personal Information

Name: Nguyen Duc Manh

Date of Birth: August,

Place of Work: Northern Power Corporation, EVN Job Position: Vice-Director of Power Sales Division

OUTLINE

CHAPTER 1: INTRODUCTION

CHAPTER 2: LITERATURE REVIEW

CHAPTER 3: RESEARCH METHODOLOGY

Research Background

The Northern Power Corporation (NPC) - the largest electricity

distributor affiliated to the Electricity of Vietnam (EVN)- has over

26,000 employees working in 27 northern provinces and cities.

Currently, there are 6,780,873 customers who have signed power

contract with the Corporation.

To improve business performance, unified information management in the NPC, NPC from 2007 started to deploy CMIS.

Research Background (Cont’d)

NPC, the Power Companies, and power sub-companies are

using a Customer Management Information System (CMIS) for power production and sale management

CMIS is responsible for overall management of information

about customers using power support business units, helping division managers in performance evaluation to improve

business efficiency and quality, enhancing customer service quality

Research Motivation

The use of CMIS requires some training

Besides, the program itself contains certain gaps and the

development of information technology is very rapid so it is needed to have a research on CMIS from user perspective This helps find out the advantages as well as limitations of the system for appropriate solutions and upgrades

Research Purpose

Research Purposes

- To evaluate the satisfaction of clients using the software

- To evaluate the impacts of CMIS on power business in NPC

- To recommend solutions for system gaps and system

upgrades

Research Procedures

Step 1: Determine research purpose

Step 2: Literature review

Step 3: Design thesis framework and hypothesesStep 4: Design questionnaires and pilot test

Step 5: Distribute questions to participants

Step 6: Gather data from participants

Step 7: Data Analysis

Step 8: Definition success factors and model

Step 9: Finding, conclusions and suggestions

CHAPTER 2: LITERATURE REVIEW

CMIS’s Purposes and Functions

Delone and McLean Information Systems Success Model (ISS)

Updated DeLone and McLean IS Success Model

at the counter (QMS), power charge through the banking system

(Banking), index recorded by handheld devices (HHU), customer care through short messages (SMS).

LITERATURE REVIEW

CMIS’s Functions

CMIS 07 includes the following subsystems

Customer Information and Service Management Indicator recording and power billing management Customer debt collection and tracking

Metering equipment management

Loss management and calculation

Business report making

System Administration

Literature Review (Cont’d)

DeLone and McLean Information System Success Model

LITERATURE REVIEW (Cont’d)

DeLone and McLean Updated IS Success

DeLone and McLean presented an updated model of IS success (2003) by incorporating the

changes and developments in information systems.

CHAPTER 3: Research Methodology

Research Model

System Quality

Service Quality

Information Quality

Information Quality CMIS User

Satisfaction

CMIS User Satisfaction

H1

H3 H2

Data Collection

Data Collection method: Mail survey by questionnaire Measurement Scale: Five-point Likert scale.

Population: 200 including managers and staff using

CMIS in power companies The total number of

respondents from about 7 to 10 companies will be

selected for the survey Selected companies are within 100km from Hanoi.

Sampling method: Random sampling of survey

answered subjects to ensure objectivity.

Data Analysis

Descriptive Analysis Factor Analysis

ANOVA Test

Regression Analysis

The DeLone and McLean Moel of Information Systems Success:

A Ten – Year Update, William H.Delone and Ephraim R

McLean.15, 16

The DeLone and McLean Moel of Information Systems Success:

A Ten – Year Update William H.Delone and Ephraim R Mclean, journal of Management Information Systems/Sping 2003,

Vol.19 No4

Time to Complete

Activities Year Month End Date

06 30 Thesis title, purpose and methodology determined

2012

07 22 Proposal of master thesis

08 02 Advisor assigned

08 03 Contact with advisor

08 15 Advisors approval of supervision

08 27 Study tour to STU, Taiwan

09 25 Chapter 1 completed

10 25 Chapter 2 completed

11 25 Chapter 3 completed

12 25 Chapter 4 completed

01 15 Chapter 5 completed/Full thesis completed

02 15 Oral defense application

03 15 Thesis oral defense

04 15 Thesis revised, finalized and uploaded

05 15 Graduation Ceremony

THANK YOU FOR YOUR ATTENTION.