基于客户关系管理理论的政府网站信息架构研究

发布时间：2018-04-27 06:12

本文选题：客户关系管理 + 政府网站　；参考：《上海交通大学》2013年硕士论文

【摘要】：信息技术日新月异，迅猛发展，有力地推动着人类社会的变革与创新，，加快人类文明发展的进程。随着互联网、云计算、物联网等现代信息技术的出现，深刻的影响着客户关系管理理论的发展，如何将新客户关系管理理论应用于政府网站信息架构建设领域，是本文着重研究的问题。客户关系管理起源于企业，已成为现代企业在激烈的市场竞争中的制胜法宝。目前已有不少国家将这一理论应用于政府建设，将服务对象如公民、企业等统称为“客户”，以客户为中心的政府建设理念在政府网站的建设中得到的最大的体现，并且产生了巨大效能。政府网站作为政府与公民网上交流的工具，是信息技术发展的产物，正如越来越多的人选择在网上购物一样，越来越多的公民希望能选择网上的方式来接受政府所提供的服务。但是我国政府网站建设存在着组织机构混乱、重复建设严重等情况，缺乏统一的指导标准，用户界面友好度不够、网上服务能力差等问题，使得政府网站的效能未能充分发挥出来。通过对政府网站信息架构的研究，将有助于服务型政府和社会主义和谐社会建设，有助于公民（客户）知情、参与和监督、对政府信任的提高，有助于政府、公民（客户）关系的改善。
[Abstract]:Information technology changes with each passing day and develops rapidly, which promotes the transformation and innovation of human society and accelerates the development of human civilization. With the emergence of modern information technology, such as Internet of Internet, Cloud Computing, Internet of things and so on, it has a profound impact on the development of customer relationship management theory. How to apply the new customer relationship management theory to the field of government website information architecture construction, This paper focuses on the study of the problem. Customer relationship management (CRM), originated from enterprises, has become a magic weapon of modern enterprises in the fierce market competition. At present, many countries have applied this theory to the construction of government. The clients, such as citizens and enterprises, are referred to as "customers". The concept of customer-centered government construction is the biggest embodiment of the construction of government websites. And has produced tremendous efficiency. As a tool of communication between government and citizens, government website is the product of the development of information technology. Just as more and more people choose to shop online, more and more citizens want to choose the online way to accept the services provided by the government. However, there are some problems in the construction of Chinese government websites, such as confusion of organization and organization, serious repeated construction, lack of uniform guiding standards, insufficient user interface friendliness, poor service capacity on the Internet, etc. So that the effectiveness of government websites can not fully play out. Through the research on the information structure of government website, it will be helpful to build a service-oriented government and a harmonious socialist society, to help citizens (customers) know, participate and supervise, to enhance trust in the government, and to help the government. An improvement in civic (customer) relations.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：D63

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