Ticaret ve Sanayi Odalarında Üye İlişkileri Yönetimi ve Bilişim Teknolojilerinin Sürece Katkıları

Bu çalışmada Ticaret ve Sanayi Odalarının üye ilişkileri yönetimi kapsamında hangi düzeyde ne tür faaliyetlere yer verdiklerinin tespit edilmesi, ilgili faaliyetlerin nasıl uygulandığının incelenmesi ve bu süreçte bilişim teknolojilerinden ne düzeyde yararlandıklarının belirlenmesi amaçlanmıştır. Çalışmanın amaçlarına bağlı olarak nitel yöntemlerin yararlanıldığı bir araştırma kurgulanmış ve ikincil veriler kapsamında Ticaret ve Sanayi Odalarının web sitelerinde “üye ilişkileri yönetimi politikaları ve uygulamaları” başlıklarında kamuya açık olarak paylaşılmış metinler doküman analizi tekniği ile incelenmiştir. Araştırmanın örneklemini 44 metin oluşturmakta olup, metinlerin analizinde Maxqda programından yararlanılmıştır. Bulgular, faaliyet türünün üye yönetimi hizmetleri ve üye gelişimine yönelik hizmetler olarak iki ana kategori altında toplandığını göstermektedir. Faaliyetlerin uygulanma biçiminde ise bulgular, görev ve hizmetlerin yasallığı, üyelerden gelen istek, talep, öneri ve şikâyetler, oda personelinin profili, üye iletişim biçimi ile üye yönetimi ilkeleri gibi faktörlerin etkili olduğunu ortaya koymaktadır. Bununla birlikte odaların büyük çoğunluğunun oldukça basit düzeyde bilişim teknolojilerinden yararlandıkları, fakat bazılarının kalite yönetim sistemi ve üye memnuniyet sistemi gibi daha karmaşık teknoloji odaklı sitemleri benimsedikleri görülmüştür. Çalışmanın üye ilişkileri yönetimi ile yönetim bilişim sistemleri yazınlarına ve üye ilişkileri yönetimiyle ilgili olan tüm dernek, oda veya benzer kamu kuruluşlarına pratik düzeyde katkı sağlaması beklenmektedir.

Anahtar Kelimeler:

Üye İlişkileri Yönetimi, Bilişim Teknolojileri, Ticaret ve Sanayi Odası

Keywords:

Üye İlişkileri Yönetimi, Bilişim Teknolojileri, Ticaret ve Sanayi Odası,

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