Integration of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) for Quality Service Delivery

Inhaltsverzeichnis (Table of Contents)

• Chapter One: Introduction
• 1.1. Background of the Study
• 1.2. Background of the Organization
• 1.3. Statement of the Problem
• 1.4. Research Questions
• 1.5. Objectives of the Study
• 1.5.1. General Objective
• 1.5.2. Specific Objectives
• 1.6. Significance of the Study
• 1.7. Scope of the Study
• 1.8. Organization of the Research
• Chapter Two: Literature Review
• 2.1. Introduction
• 2.2. Enterprise Resource Planning (ERP)
• 2.2.1. Definitions of ERP
• 2.2.2. Historical Overview of ERP
• 2.2.3. ERP Modules
• 2.2.4. Benefits of ERP Implementation
• 2.3. Customer Relationship Management (CRM)
• 2.3.1. Concepts of CRM
• 2.3.2. Evolution of CRM
• 2.3.3. Types of CRM
• 2.3.4. Benefits of CRM Implementation
• 2.4. ERP and CRM Integration
• 2.4.1. Types of ERP and CRM Integration
• 2.4.2. Benefits of ERP and CRM Integration
• 2.4.3. Challenges of ERP and CRM Integration
• 2.5. Service Concept
• 2.5.1. Service Quality
• 2.5.2. Dimensions of Service Quality
• 2.5.3. Service Quality Models
• 2.5.4. Service Quality in Airline Industries
• 2.5.5. Role of ERP and CRM Integration in Quality Service Delivery
• 2.6. ERP and CRM Software Vendor Profiles
• 2.7. Conceptual Framework
• Chapter Three: Research Methodology
• 3.1. Introduction
• 3.2. Research Design
• 3.3. Study Population
• 3.4. Sample Size and Sampling Technique
• 3.5. Sources of Data
• 3.5.1. Primary Data Source
• 3.5.2. Secondary Data Source
• 3.6. Data Collection Instruments
• 3.6.1. Primary Data Collection Instruments
• 3.6.1.1. Semi-structured Interview
• 3.6.1.2. Questionnaire
• 3.7. Procedures of Data Collection
• 3.8. Methods of Data Analysis
• 3.9. Ethical Considerations
• 3.10. Reliability and Validity

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This thesis aims to analyze the integration of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems within Ethiopian Airlines to assess their impact on quality service delivery. The study investigates the achievements, challenges, and future prospects of this integration, drawing on both theoretical frameworks and empirical data.

• Integration of ERP and CRM Systems
• Impact on Quality Service Delivery
• Achievements, Challenges, and Prospects of Integration
• Application of Theoretical Frameworks
• Analysis of Empirical Data

Zusammenfassung der Kapitel (Chapter Summaries)

Chapter One introduces the research topic, providing background information on the study and the organization, Ethiopian Airlines. It outlines the problem statement, research questions, objectives, significance, scope, and organization of the research.

Chapter Two presents a comprehensive literature review, defining ERP and CRM systems and examining their historical development, modules, benefits, and challenges. It explores the concept of service quality, including its dimensions, models, and application in the airline industry. The chapter also discusses the integration of ERP and CRM systems, including its types, benefits, and challenges, and analyzes the role of integration in delivering quality service. Finally, it provides an overview of ERP and CRM software vendors and develops a conceptual framework for the study.

Chapter Three delves into the research methodology, outlining the research design, study population, sample size, sampling technique, data sources, data collection instruments, data collection procedures, and data analysis methods. It also addresses ethical considerations, reliability, and validity of the research.

Schlüsselwörter (Keywords)

The key terms and focus topics of this thesis include ERP integration, CRM integration, service quality, Ethiopian Airlines, quality service delivery, achievements, challenges, prospects, theoretical frameworks, empirical data, and research methodology.