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首页> 外文会议>International Conference on Service Systems and Service Management(ICSSSM'04) vol.2; 20040719-21; Beijing(CN) >Research on Service Quality Management for E-Government
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Research on Service Quality Management for E-Government

机译：电子政务服务质量管理研究

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摘要

The precondition for improving the government service quality is strengthening the service ability of government. And the implement of the e-government is the most effective way to it. The characteristic of global E-government is to meet the social public demand through governmental service. According to the spirit of Report at 16th Congress of the Communist Party of China on Nov 8, 2002, China will continue to deepen the reform of administration management system, to push the construction of "public service government" energetically. It is the long-term strategic objective for Chinese governmental reform to establish a government serving for people. Government-Citizen Relationship Management (G-CRM) is a Government business strategy to provide comprehensive service from all organizational "touch points", anywhere, anytime. The research focuses on the relation between governmental service quality and citizen's satisfaction and social stability. It includes the methodology for assessment, the challenge in e-government service quality measurement, the dimensions of service quality, standards for evaluating web-enabled services, the impact of e-government policies on the efficiency and the effectiveness of public sector, Setting of fundamental measurement models, e-government satisfaction index, and ect.
机译：增强政府服务能力是提高政府服务质量的前提。电子政务的实施是最有效的方法。全球电子政务的特点是通过政府服务满足社会公共需求。根据2002年11月8日中共十六大的报告精神，中国将继续深化行政管理体制改革，大力推进“公共服务型政府”建设。建立人民服务型政府是中国政府改革的长期战略目标。政府与公民关系管理（G-CRM）是一项政府业务战略，旨在随时随地从所有组织的“接触点”提供全面的服务。该研究着重于政府服务质量与公民满意度和社会稳定之间的关系。它包括评估方法，电子政务服务质量衡量中的挑战，服务质量的范围，评估基于Web的服务的标准，电子政务政策对公共部门效率和有效性的影响，基本测量模型，电子政务满意度指数等

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