Paper Title
An Empirical Study of the Relationship among Customer-Oriented Process, E-Commerce Applications, and Business Performance

Abstract
In this study, the author investigated the business performance (financial performance) by examining the factors of “customer-oriented Process,” “E-Commerce applications,” “customer satisfaction,” and “business internal performance (non-financial performance)” from the business process survey. It indicates that the customer satisfaction and business internal performance (non-financial performance) could be improved by the way of E-commerce applications, operational processes, and customer-know-ledge processes. Besides, it is evidenced that the business performance (financial performance) could be improved by customer satisfaction and business internal performance. Keywords - Customer Relationship Management (CRM), E-Commerce, Customer Satisfaction