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.
ID : 11731334
Advisor ： Dr. Pi-Chung Hsu
Co-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
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
System Quality
Service Quality
Service Quality
Information
Quality
Information
Quality
CMIS User
Satisfaction
CMIS User

Satisfaction
H1
H3
H2
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 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
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

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.