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Government Websites Assessment Of User Satisfaction Based On Customer Relationship Management

Posted on:2011-01-13Degree:MasterType:Thesis
Country:ChinaCandidate:S P LiuFull Text:PDF
GTID:2166360305984860Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
E-government construction and development are the results of information technology and administrative reform of government websites, received more attention, its development is important factor of a country or regional governments'ability of management.The assessment of these government sites has played a very good monitor role. Combined with a large number of case studies, this article put forward ideas based on customer relationship management, this new measure is customer satisfaction assessment of government web sites and completed a bit of work:First, researching the features of services of some advanced government websites, summarizing their common characteristics,they are service-oriented, user-centered, strong integration of resources and achieving the scene type, object services.Second, combined with the development of the current status of government websites in China, we put forward the ideas of customer relationship management, which apply the concept of commercial management to construction and management of government websites Third, in order to carry out more targeted site assessment, this articles proposed assessment model of customer satisfaction, creating the evaluation index system and related methods of data quantification, combined with the commonly used data analysis tools, selected partial least squares of structural equation model, the method meet the assessment model, and can get more accurate results of assessment.Fourth, through studying practical case, verified the proposed model.Evaluation model proposed in this paper fully reflected the experience value of the user; which are objective and fair, and will provide good guide to the public service of G-websites.
Keywords/Search Tags:Government websites, Service-oriented government, Customer Satisfaction, SEM, PLS
PDF Full Text Request
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