基于CRM思想的电子政务绩效评估实证研究
发布时间：2019-01-27 19:46
【摘要】：随着信息技术的不断发展,公民对提供公民服务的政府部门的信息化要求也日益强烈。电子政务是信息技术的产物,作为沟通公民与政府部门的桥梁,理论上有助于提高政府部门的工作效率,提升管理和运营水平。但电子政务要真正实现这样的目的,还需政府部门根据电子政务自身运行特点建立一套行之有效的绩效评估体系。 目前,我国的电子政务绩效评估,主要是围绕政府网站的建设开展的。然而,电子政务绩效并不等同于政府网站绩效。论文将客户关系管理(CRM)中的“以客户为中心的”的核心思想和客户体验管理引入电子政务绩效评估,并根据国内外相关学者和研究机构关于电子政务绩效评估的研究成果与实践经验,结合我国电子政务的发展现状,对比电子政务绩效评估的各种方法,提出了基于CRM思想的电子政务绩效评估方法,根据2012年我国东部12个省级政府的电子政务实际运行情况进行实证研究,找出存在的问题,并提供改进意见。 论文首先阐述了CRM理论、电子政务绩效评估的概念和方法,提出在电子政务绩效评估中引入CRM思想,建立基于CRM思想的以“公民满意度”为评估目标的电子政务绩效评估指标体系。继而确定绩效评估各项指标,即“资金投入”、“人力资源投入”和“信息资源投入”作为电子政务投入的绩效考核指标,“政务透明”、“公民参与”、“站点特性”、“舆论引导”和“系统稳定”作为电子政务产出的绩效考核指标。最后采用DEA方法(数据包络分析法)中的CR模型和BC模型,以我国东部12个省级政府的电子政务为研究对象进行绩效评估。针对各结果,进行效率分析、投入冗余产出不足分析和投影分析,为各省级政府部门电子政务的发展提供建议。 论文的创新点在于：借鉴CRM思想,在电子政务绩效评估指标体系中引入5个衡量标准(即政务透明、网络服务、公民参与、舆论引导以及系统稳定)来衡量政府提供服务的水平；建立新的电子政务绩效评估体系并进行实证分析。 论文的研究在一定程度上打破了在我国电子政务绩效评估中引入CRM思想仅限于理论研究和只针对政府网站进行评估的现状,为政府在电子政务绩效评估中提供了一种新的、有效的评估方法,对政府和相关部门提高我国电子政务建设水平有借鉴意义。
[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.
【学位授予单位】：天津财经大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：D63
本文编号：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.
【学位授予单位】：天津财经大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：D63
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