我國各縣市電子化政府實行顧客關係管理之研究

Abstract

電子化政府的發展與演進正可以體現公部門的便民服務宗旨，近年來針對公部門顧客關係管理的相關研究議題，也因此受到很多重視。本研究的目的有三：第一、台灣各地方政府所提供之電子化服務發展的現況為何？第二、台灣各地方政府透過電子化的服務平台提升了哪些顧客關係管理？第三、這些電子化服務的發展與顧客關係管理的成效有哪些相關性？本研究透過內容分析的方式，描述並衡量各地方政府的電子化發展現況，並且分析各地方政府在電子化服務上所做的顧客關係管理。 我們的研究有以下的發現：第一，台灣地方政府電子化的發展以北部地區發展最為成熟，其次是南部的地方政府，再者才是中部與離島，而東部的發展則最為緩慢。第二、衡量各地方政府顧客管係管理成效，北部地區成效最為卓越，其次是東部與離島的地方政府，而南部與中部地方政府的顧客管係管理成效並不顯著。第三、由研究資料來看，地方政府電子化的發展與地方政府顧客管係管理成效並沒有絕對的關係。舉例來說，南部地區地方政府電子化的發展十分優異，但是其顧客管係管理的成效卻沒有相對的明顯成效。而東部地區與離島地區雖然電子化的發展並非十分成熟，但是其電子化政府的顧客管係管理成效卻是名列前茅。 最後本研究根據研究資料，使用了SWOT分析，提供各地方政府電子化政府發展的優劣分析與建議。

The growth of e-governments 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 services 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, e-governments of the southern region are the second, the central region e-governments rank the third, the surrounding islands rank the fourth, and the eastern region ranks the fifth. (2) The performance of CRM of the northern region's e-governments is the best. Those of the eastern region and the surrounding islands both rank the second. The CRM performances of the southern and the central regions' e-governments rank the third and the 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 the second overall in the nation, but the performance of their CRM is worse than expected. Additionally, while the stages of development of the eastern region and surrounding islands' e-government are not impressive, the efficacy of their CRM ranks the second, only behind those of the northern e-governments. Finally, this research conducts the SWOT analyses for e-government of each city and prefecture government, and makes suggestions for their improvement.