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系統識別號 U0002-0308200821210200
中文論文名稱 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
英文論文名稱 The Research on Stages of e-Government Towards the State of CRM by Observing Web Features and Announcement
校院名稱 淡江大學
系所名稱(中) 資訊管理學系碩士班
系所名稱(英) Department of Information Management
學年度 96
學期 2
出版年 97
研究生中文姓名 鍾岳秀
研究生英文姓名 Yueh-Hsiu Chung
學號 694520270
學位類別 碩士
語文別 中文
口試日期 2008-05-24
論文頁數 45頁
口試委員 指導教授-游佳萍
委員-詹前隆
委員-金力鵬
委員-周清江
中文關鍵字 電子化政府  顧客關係管理  電子化政府發展階段 
英文關鍵字 e-government  custom relationship management(CRM)  stages of e-government development 
學科別分類 學科別社會科學管理學
學科別社會科學資訊科學
中文摘要 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。
英文摘要 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.
論文目次 目 錄

1. 導論 1
2. 文獻探討 3
2.1 台灣的電子化政府 3
2.2 電子化政府的發展階段 12
2.3 電子化政府與顧客關係管理 14
3. 研究方法 17
3.1 研究程序 17
3.2 研究步驟 17
3.3 量表 20
3.4 樣本 23
4. 研究發現 25
5. 結論 33
參考文獻 35
附錄 1:電子化政府成長階段量表 39
附錄2:電子化政府成長階段結果 40
附錄3:顧客關係管理編碼表 41
附錄4:顧客關係管理分數表 44

表 目 錄

表1 電子化政府各家定義 4
表2 全球電子化政府相關評比 5
表3 布朗大學與世界經濟論壇全球電子化調查,台灣近年排名 6
表4 我國電子化政府歷屆之計畫 10
表5 電子化政府發展階段相關論文 14
表6 電子化政府發展階段計算方式 19
表7 電子化政府發展階段觀察項目 20
表8 顧客關係管理分析類目表 23
表9 本研究樣本 24

圖 目 錄

圖1 電子化政府推動計畫工作項目圖................................................9
圖2 顧客關係管理研究類目來源圖....................................................22
圖3 北部地區電子化政府發展階段....................................................25
圖4 中部地區電子化政府發展階段....................................................25
圖5 南部地區電子化政府發展階段....................................................26
圖6 東部地區電子化政府發展階段....................................................26
圖7 離島地區電子化政府發展階段....................................................27
圖8 北部地區顧客關係管理結果........................................................28
圖9 中部地區顧客關係管理結果........................................................28
圖10 南部地區顧客關係管理結果......................................................29
圖11 東部地區顧客關係管理結果......................................................29
圖12 離島地區顧客關係管理結果......................................................30
參考文獻 1. 中文文獻
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