探討我國電子化政府發展階段與顧客關係管理－觀察網站功能與文宣

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Title:	探討我國電子化政府發展階段與顧客關係管理－觀察網站功能與文宣
Other Titles:	The research on stages of e-government towards the state of crm by observing web features and announcement
Authors:	鍾岳秀;Chung, Yueh-hsiu
Contributors:	淡江大學資訊管理學系碩士班游佳萍;Yu, Chia-ping
Keywords:	電子化政府;顧客關係管理;電子化政府發展階段;e-Government;custom relationship management(CRM);stages of e-government development
Date:	2008
Issue Date:	2010-01-11 04:56:18 (UTC+8)
Abstract:	電子化政府網站會成長、演進，若電子化政府網站所提供的服務越成熟，表示其發展階段越高。近來的研究發現，在電子化政府實施顧客關係管理，可以提供民眾更為優質的服務。本研究的研究問題為：一、研究我國各縣市電子化政府的發展階段。二、研究我國各縣市電子化政府的顧客關係管理成效。三、觀察電子化政府發展階段與顧客關係管理之間的關聯。本研究的研究方法為內容分析法。我們透過觀察我國各縣市電子化政府網站的各項功能，以了解其發展階段，並分析電子化政府網站的文宣，以了解各縣市電子化政府顧客關係管理的實施情況。本研究的發現共有三點：第一，北部地區的電子化政府發展階段的成效最高。本區域有兩個縣市達到第四階段，三個縣市達到第三階段，排名第一。南部地區電子化政府發展階段的成效排名第二，本區域有兩個縣市達到第三階段，一個縣市達到第二階段。中部地區的電子化政府發展階段的成效排名第三，本區域亦有兩個縣市達到第三階段，一個縣市達到第二階段。離島地區的電子化政府發展階段排名第四，本區域有一個縣市達到第三階段，其餘皆為第二階段。東部地區的電子化政府發展階段排名第五，本區域有一個縣市達到第三階段，其餘皆為第二階段。第二，北部地區電子化政府的顧客關係管理實施成效最佳。東部與離島電子化政府的顧客關係管理實施成效並列第二。中部地區電子化政府的顧客關係管理實施成效排名第三。南部地區電子化政府的顧客關係管理實施成效排名第四。第三，電子化政府發展階段較佳，並不一定會同時伴隨著較高成效的顧客關係管理。例如南部地區的電子化政府發展階段排名第二，但是其顧客關係管理確是排名最後。離島與東部地區的電子化政府發展階段排名為最後兩名，但是它們的顧客關係管理成效卻是排名第二。此外，我們針對各縣市的電子化政府做SWOT分析，以了解它們的優缺點，並提出有效的建議。 E-governments grow and evolve, and their states of development are reflected in the convenience of web services. Recent research has found that custom relationship management (CRM) brings out better service for the public. The present research tries to answer the following questions: 1. At what developmental stages are the e-governments of each city and prefecture government in Taiwan? 2. How is the performance of e-government CRM of each city and prefecture government? 3. What is the correlation between developmental stages of e-government and their CRM? Through the method of content analysis, this research evaluates each e-government’s stage of development by outlining the features of e-government webs of each city and prefecture government, and also articulates the state of CRM of each local e-government by analyzing the announcements of e-government webs. The conclusions of this research are as follows: 1. The stages of e-government development in Taiwan are most advanced in its northern local governments, of which two counties reach the fourth stage and three counties reach the third stage, ranking the highest in the country. The development of e-governments of the southern region is that three counties reach the third stage and one county reaches the second, which ranks second overall. That of the central region ranks third overall, two counties being in the third stage and one in the second stage. The surrounding islands rank fourth, with one county in the third stage and the others in the second. The eastern region, of which one county is in the third stage and the others in the second, ranks fifth overall. 2. The performance of CRM of the northern region’s e-governments is the best. That of the eastern region and the surrounding islands both rank second. The CRM performances of the southern and the central regions’ e-governments rank third and fourth, respectively. 3. The performance of CRM does not necessarily correlate with higher e-government development. For example, the development of e-governments in the southern region ranks second overall in the nation, but the performance of their CRM ranks last. Additionally, while the stages of development of the eastern region and surrounding islands’ e-government are in the last two ranks, the efficacy of their CRM ranks second, only behind that of the northern e-governments. Finally, this research makes SWOT analyses for the e-government of each city and prefecture government, and gives suggestions for their improvement.
Appears in Collections:	[Graduate Institute & Department of Information Management] Thesis

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