User-Centered E-government:Empirical Research For G2B

The globalizations of the information and internet are influencing and changing the life-style gradually, all kinds of application of the information technology is growing explosively. The construction of information high-way and the planning of the information network are the basis of higher-level developing on politics, economics, trading, education and culture. In the past years, the rapid expansion of new electrical information and the computer technology were having great influences on the living and working of the people. For the government, the policy-makers can’t ignore these changes; they have to explore the new opportunities to comply with the development of the science and technology. Therefore, the new information and the communication technology not only changed our life, but also promoted the government to rethink about the new working methods for the better service to the citizens and the business. The E-government is the opportunity of improving by the government. The counties in the word are applying the E-government, promoting the national informatization, serving the public, the business and the inter-departments of the government via the information technology.In academic area, the scholars focuse on the E-government as well. But most of the research is the investigation on the technology of the supplier-the government, not on the demands of the users. The E-government includes three behavioral agent:the government, the business and the citizens. Even if some of scholars started the research on the demand side, and they have studied the satisfaction of the citizen-applying-E-government by all kinds of theories, and ignored another important user-the business. The researchers had payed more attention to the G2C, the satisfaction of the E-government, rarely studies on G2B. From the point of the service object and the service content, there are large differences on the choice behavior and behavioral outcome between the citizen and the business.From the perspective of another important user, the business, this dissertation explores the following three questions. Firstly, we explore the influencing factors of e-government from three perspectives-technology, organization internal environment and external environment, and the importance of the various factors. Secondly, we examine the factors which make the business use e-government satisfaction from3levels-the system, information and services and the factors which has the biggest influence effect. Thirdly, introduce a new user-centric service-oriented idea to propose Customer Relationship Management in e-government applications and its strategic implementation steps.First of all, based on the Diffusion of Innovations Theory, Social Influence Theory and electronic data model, the dissertation propose the conceptual model of adoption of the business from three levels-technology, internal management and external environment, the dissertation examines the influence factors of adopting e-government and determine the effect of various factors for the business. The research uses online questionnaire survey method, collects related data of139companies’ attitude and intention to adopt electronic government and tests the hypotheses through the partial least squares method. The results show that the company’s perceived benefits of e-government affairs, the management readiness of the company and the perceived external pressure from the government have significant positive effect on company’s adopting of e-government affairs. Among them, the effect of external government pressure is the most effective, the management readiness of the company is the least effective, social influence and perception external pressure from the industry has no significant effect on company’s intention to adopt e-government.Secondly, this dissertation uses the information technology success model (ISS) and satisfaction model, combines with the e-government affairs development level, from three levels-the system quality, information quality and service quality to explore the determinant factors of the e-government user’s satisfaction and explore the influence of each attribute and factor of company’s satisfaction with different quality level. The research uses online questionnaire survey method, collects related data of139companies’ experience and evaluation in using electronic government affairs, after reliability and validity test, using the partial least squares to test the proposed hypothesis. The results show that the usability and interface in the system quality of the e-government affairs have significant positive effects on satisfaction of e-government affairs, suggests that the easier to use and more reasonable interface design of e-government affairs, the more satisfaction companies have. From the perspective of information, the higher information system security, more accessible information, easier to achieve information quality is, the more satisfaction of company’s use of e-government affairs. Unfortunately, the effect of information content is not significant on satisfaction. From the perspective of service the higher privacy and the more timely service quality is, the more satisfaction company’s have. But, efficiency has no effect on satisfaction significantly.Lastly, based on "Customer Relationship Management" idea in marketing and service management, this dissertation introduce a new user-centric service-oriented idea to propose Customer Relationship Management in e-government applications and its strategic implementation steps. Through analyzing the fits between customer relationship management with the e-government management, this dissertation summarize the similarities and differences in the operation or management of Customer Relationship Management. And in accordance with the above analysis customer relationship management concept in e-government applications is proposed, particular in Customer segmentation, customized service; integration process, providing a seamless service; understanding the customer life cycle, providing dynamic service; and increasing interactivity, providing innovative services. From multiple perspectives, this dessertation expands the application of customer relationship management in e-government services and proposes a service-oriented, customer-centric customer relationship management strategy implementation steps.