基于客户关系管理的基层国税局纳税服务优化研究

发布时间：2018-03-06 08:45

本文选题：客户关系管理　切入点：基层国税局　出处：《西南科技大学》2017年硕士论文　论文类型：学位论文

【摘要】：经过多年的发展,我国基本建立起了完善的纳税服务体系。但是,现阶段的纳税服务水平与纳税人的需求相比,仍然存在着较大的差距。特别是基层国税局,在服务内容和服务质量等方面还存在着许多有待完善的地方。在国家税务总局启动新一轮征管改革的背景下,在纳税人服务需求层次不断提高的情况下,如何顺应形势,持续提升纳税服务水平是摆在基层税务机关面前一个亟待解决的问题。而客户关系管理理论的形成和发展为优化纳税服务提供了新的解决路径。本文以基层国税局为研究对象,在对A市国税局进行深入调查的基础上,结合客户关系管理理论,分析其纳税服务现状、现有优化措施及效果,重点剖析了目前纳税服务存在问题以及形成的原因,从服务理念、服务体系、信息化平台、纳税人权益保护等方面为基层国税局进一步优化纳税服务提供了一些建议。
[Abstract]:After years of development, China has basically established a sound tax service system. However, there is still a big gap between the current level of tax service and the demand of taxpayers. There are still many places to be improved in the aspects of service content and service quality. Under the background of the State Administration of Taxation launching a new round of tax collection and management reform, how to adapt to the situation under the circumstances of the rising level of service demand of taxpayers, It is an urgent problem for tax authorities to continuously improve the level of tax service, and the formation and development of customer relationship management theory provide a new way to optimize the tax service. On the basis of in-depth investigation of A Municipal Internal Revenue Bureau, combined with the theory of customer relationship management, this paper analyzes the current situation of tax service, the existing optimization measures and the effect, and emphatically analyzes the problems existing in the current tax service and the reasons for its formation. From the aspects of service concept, service system, information platform, taxpayer's rights and interests protection and so on, this paper provides some suggestions for the basic IRS to further optimize the tax service.
【学位授予单位】：西南科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F812.42;F274

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