A Study On Customer Satisfaction Of Social Security E-government Service At The Aspect Of CRM Theory

With the vigorous development of social security, challenges emerge in theexpanding social security coverage as well as the collection and payment of socialinsurance premiums. The growth of equal public service requires not only more perfectsocial security system design, but also speed up the informationization of social securitymanagement, which turns golden social security project came into existence.Golden social security project is given priority to social security e-governmentwebsite service, the social security card,12333telephone counseling and some othersdiversified practice way since2003. The social security public services are moving onfrom manual operation to the information era step by step. Improving social securityadministrative ability and service level are the goals of the new stage. But in the processof unified construction, contradictions gradually exposed between the top-down systemdesign and the actual needs of the public. How to evaluate golden social security projectengineering construction level? How to establish the further development direction ofgolden social security project? Problems needed to be solved.Under the guidance of the concept “Building service-oriented government”, goldensocial security project construction shall fully respect "customers" needs, treat thepublic as customers. Based on the theory of customer relationship management (CRM),this study aims to set out the public demand, establish a set of requirements analysis andperformance evaluation system, so as to promote the healthy development of goldensocial security project engineering. As the mainly channel of the golden social securityproject, social security e-government websites is choose to be the object of study. Inaddition, social security e-government websites rank top in the e-governmentperformance evaluation in America.The first chapter outlines the golden social security project and other relatedconcepts, background and purpose of this paper as well as the research significance andtrain. Then the paper pointed out that success of golden social security project dependson the satisfaction of the public.The second and third chapters mainly introduce theory research on public websiteservice. The social security e-government service satisfaction evaluation model ofconstruction was based on the theories of CRM and ASCI model.The fourth part analysis the current development and problems of our country’s social security website through social security e-government service satisfactionevaluation.The last part summarizes the further development countermeasures of the socialsecurity affairs website service from four levels based on the previous research workand the China’s specific national conditions.