The Research on Stages of e-Government Towards the State of CRM by Observing Web Features and Announcement

• Main Authors: Yueh-Hsiu Chung, 鍾岳秀
• Other Authors: Chia-Ping Yu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/29074506476288279590

碩士 === 淡江大學 === 資訊管理學系碩士班 === 96 === 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.