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The Government Customer Relationship Management And Performance Study

Posted on:2013-05-09Degree:MasterType:Thesis
Country:ChinaCandidate:L ChenFull Text:PDF
GTID:2246330395984608Subject:Management information system
Abstract/Summary:PDF Full Text Request
With the rapid development of information technology and network application unceasingly thorough, the construction of E-government in China in recent years has made huge achievements. However, due to the lack of systematic planning,cross the industry sectors across the public services of e-government project is still insufficient," information isolated island" everywhere. Plus some government departments are lack of the concept of service, efficiency is low, a lot of invested heavily in the e-government project into the project of achievement in one’s post, image project. Such a situation, the e-government to the orientation of the guiding ideology and strategy choice and highlighted the importance of. In order to improve the service efficiency of e-government, this paper will introduce the concept of customer relationship management in electronic government, to improve government staff awareness of service, broaden the service contents, integration of service functions, and to strengthen the communication with the public and the contact, the breakdown of public classes, understand and meet the public demand, implementation of one-on-one service.Paper positioning in the government customer relationship management and performance this research topic. First of all, through the literature about the research status at home and abroad, after the introduction of customer relationship management, e-government, government performance evaluation of customer relationship management and the related concepts on the basis of knowledge, had pointed out the enterprise customer relationship management and customer relationship management between government of area difference and connection; and then, our government management introduces customer relationship management concept of the feasibility and necessity are described, and the concept of customer relationship management for government electronic government affairs in our country puts forward the specific proposal; finally, the concept of customer relationship management in e-government performance evaluation are discussed, and the selection of Tianjin Binhai New Area makes an Empirical Study on performance model. This paper focuses on the position of customer relationship management in government performance evaluation index system and model. We will first government customer relationship management maturity, the customer relationship management efficiency and the public on the government customer relationship management satisfaction three dimensions as the criterion layer, the customer (citizens and businesses) satisfaction as the government performance evaluation index system a great introduction (this is the important point of innovation); and then by using the analytic hierarchy process to the important degree of each index are defined, then using the weighted summation method to construct the government customer relationship management performance evaluation model; then uses this model to practice, to conclude, to the future.
Keywords/Search Tags:analytic hierarchy process, e-government, performanceevaluation, government customer relationship management
PDF Full Text Request
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