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 Hsu Co-Advisor: Dr Nguyen Chi Thanh Department of Information Management August, 2012 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 CHAPTER 1: INTRODUCTION Research Background Research Motive Research Purpose Research Procedure 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 hypotheses Step 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 LITERATURE REVIEW CMIS’s Purposes Unify the computer processing of business operations at all Power Companies Integrate all customer management information in a shared database integrated into other systems such as financial accounting, revenues 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 Information Quality H1 H2 H3 Service Quality CMIS User Satisfaction Research Hypotheses H1: System Quality of CMIS has a positive effect on User Satisfaction H2: Information Quality of CMIS has a positive effect on User Satisfaction H3: Service Quality of CMIS has a positive effect on User Satisfaction 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 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 References 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 Timetable Year Time to Complete Month End Date Activities Thesis title, purpose and methodology determined 06 07 08 08 22 02 03 08 2012 30 15 08 09 10 11 12 27 25 25 25 25 01 15 02 03 15 15 04 15 Oral defense application Thesis oral defense Thesis revised, finalized and uploaded 05 15 Graduation Ceremony Proposal of master thesis Advisor assigned Contact with advisor Advisors approval of supervision Study tour to STU, Taiwan Chapter completed Chapter completed Chapter completed Chapter completed Chapter completed/Full thesis completed THANK YOU FOR YOUR ATTENTION  ... management information in a shared database integrated into other systems such as financial accounting, revenues at the counter (QMS), power charge through the banking system (Banking), index recorded... 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. .. Updated DeLone and McLean IS Success Model LITERATURE REVIEW CMIS’s Purposes Unify the computer processing of business operations at all Power Companies Integrate all customer management information