基于CRM思想的電子政務績效評估實證研究
發(fā)布時間：2019-01-27 19:46
【摘要】：隨著信息技術的不斷發(fā)展,公民對提供公民服務的政府部門的信息化要求也日益強烈。電子政務是信息技術的產物,作為溝通公民與政府部門的橋梁,理論上有助于提高政府部門的工作效率,提升管理和運營水平。但電子政務要真正實現(xiàn)這樣的目的,還需政府部門根據(jù)電子政務自身運行特點建立一套行之有效的績效評估體系。 目前,我國的電子政務績效評估,主要是圍繞政府網(wǎng)站的建設開展的。然而,電子政務績效并不等同于政府網(wǎng)站績效。論文將客戶關系管理(CRM)中的“以客戶為中心的”的核心思想和客戶體驗管理引入電子政務績效評估,并根據(jù)國內外相關學者和研究機構關于電子政務績效評估的研究成果與實踐經驗,結合我國電子政務的發(fā)展現(xiàn)狀,對比電子政務績效評估的各種方法,提出了基于CRM思想的電子政務績效評估方法,根據(jù)2012年我國東部12個省級政府的電子政務實際運行情況進行實證研究,找出存在的問題,并提供改進意見。 論文首先闡述了CRM理論、電子政務績效評估的概念和方法,提出在電子政務績效評估中引入CRM思想,建立基于CRM思想的以“公民滿意度”為評估目標的電子政務績效評估指標體系。繼而確定績效評估各項指標,即“資金投入”、“人力資源投入”和“信息資源投入”作為電子政務投入的績效考核指標,“政務透明”、“公民參與”、“站點特性”、“輿論引導”和“系統(tǒng)穩(wěn)定”作為電子政務產出的績效考核指標。最后采用DEA方法(數(shù)據(jù)包絡分析法)中的CR模型和BC模型,以我國東部12個省級政府的電子政務為研究對象進行績效評估。針對各結果,進行效率分析、投入冗余產出不足分析和投影分析,為各省級政府部門電子政務的發(fā)展提供建議。 論文的創(chuàng)新點在于：借鑒CRM思想,在電子政務績效評估指標體系中引入5個衡量標準(即政務透明、網(wǎng)絡服務、公民參與、輿論引導以及系統(tǒng)穩(wěn)定)來衡量政府提供服務的水平；建立新的電子政務績效評估體系并進行實證分析。 論文的研究在一定程度上打破了在我國電子政務績效評估中引入CRM思想僅限于理論研究和只針對政府網(wǎng)站進行評估的現(xiàn)狀,為政府在電子政務績效評估中提供了一種新的、有效的評估方法,對政府和相關部門提高我國電子政務建設水平有借鑒意義。
[Abstract]:With the continuous development of information technology, citizens' information requirements for the government departments providing citizen services are increasingly strong. E-government is the product of information technology, as a bridge between citizens and government departments, it can help to improve the efficiency of government departments, improve the level of management and operation. However, in order to achieve this goal, the government should establish a set of effective performance evaluation system according to the characteristics of e-government. At present, the performance evaluation of e-government in our country mainly revolves around the construction of government website. However, e-government performance is not equal to government website performance. This paper introduces the core idea of "customer-centered" in customer relationship management (CRM) and customer experience management into e-government performance evaluation. According to the domestic and foreign scholars and research institutions on e-government performance evaluation research results and practical experience, combined with the development of e-government in China, compare the various methods of e-government performance evaluation. This paper puts forward the method of e-government performance evaluation based on CRM thought. According to the actual operation of 12 provincial governments in eastern China in 2012, the paper makes an empirical study, finds out the existing problems, and provides some suggestions for improvement. Firstly, this paper introduces the theory of CRM, the concept and method of e-government performance evaluation, and puts forward the idea of introducing CRM into e-government performance evaluation. This paper establishes the performance evaluation index system of e-government based on the idea of CRM. Then determine the performance evaluation indicators, that is, "capital input", "human resources input" and "information resource input" as e-government input performance evaluation indicators, "government transparency", "citizen participation", "site characteristics", "Public opinion guidance" and "system stability" are the performance evaluation indicators of e-government output. Finally, the CR model and BC model of DEA method (data Envelopment Analysis) are used to evaluate the performance of e-government in 12 provincial governments in the east of China. According to the results, efficiency analysis, input redundant output analysis and projection analysis are carried out to provide suggestions for the development of e-government in provincial government departments. The innovation of this paper lies in: drawing lessons from CRM's thought, introducing five measurement standards (i.e. government transparency, network service, citizen participation) into the index system of e-government performance evaluation. Public opinion guidance and system stability) to measure the level of government service delivery; To establish a new e-government performance evaluation system and empirical analysis. To some extent, the research of this paper breaks the fact that the introduction of CRM in the performance evaluation of e-government in our country is limited to the theoretical research and the evaluation of the government website, which provides a new way for the government to evaluate the e-government performance. The effective evaluation method can be used for reference by the government and related departments to improve the level of e-government construction in our country.
【學位授予單位】：天津財經大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：D63
本文編號：2416630
[Abstract]:With the continuous development of information technology, citizens' information requirements for the government departments providing citizen services are increasingly strong. E-government is the product of information technology, as a bridge between citizens and government departments, it can help to improve the efficiency of government departments, improve the level of management and operation. However, in order to achieve this goal, the government should establish a set of effective performance evaluation system according to the characteristics of e-government. At present, the performance evaluation of e-government in our country mainly revolves around the construction of government website. However, e-government performance is not equal to government website performance. This paper introduces the core idea of "customer-centered" in customer relationship management (CRM) and customer experience management into e-government performance evaluation. According to the domestic and foreign scholars and research institutions on e-government performance evaluation research results and practical experience, combined with the development of e-government in China, compare the various methods of e-government performance evaluation. This paper puts forward the method of e-government performance evaluation based on CRM thought. According to the actual operation of 12 provincial governments in eastern China in 2012, the paper makes an empirical study, finds out the existing problems, and provides some suggestions for improvement. Firstly, this paper introduces the theory of CRM, the concept and method of e-government performance evaluation, and puts forward the idea of introducing CRM into e-government performance evaluation. This paper establishes the performance evaluation index system of e-government based on the idea of CRM. Then determine the performance evaluation indicators, that is, "capital input", "human resources input" and "information resource input" as e-government input performance evaluation indicators, "government transparency", "citizen participation", "site characteristics", "Public opinion guidance" and "system stability" are the performance evaluation indicators of e-government output. Finally, the CR model and BC model of DEA method (data Envelopment Analysis) are used to evaluate the performance of e-government in 12 provincial governments in the east of China. According to the results, efficiency analysis, input redundant output analysis and projection analysis are carried out to provide suggestions for the development of e-government in provincial government departments. The innovation of this paper lies in: drawing lessons from CRM's thought, introducing five measurement standards (i.e. government transparency, network service, citizen participation) into the index system of e-government performance evaluation. Public opinion guidance and system stability) to measure the level of government service delivery; To establish a new e-government performance evaluation system and empirical analysis. To some extent, the research of this paper breaks the fact that the introduction of CRM in the performance evaluation of e-government in our country is limited to the theoretical research and the evaluation of the government website, which provides a new way for the government to evaluate the e-government performance. The effective evaluation method can be used for reference by the government and related departments to improve the level of e-government construction in our country.
【學位授予單位】：天津財經大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：D63
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