基于crm的电子政务研究-系统工程专业论文.docxVIP

ABSTRACTABSTRACT：In ABSTRACT ABSTRACT：In traditional e-government,service is decided by the government agencies who are far from the public．The service is determined by the traditional government，instead of the public requirements．Since the society is undergoing the process of type changing，the governments administrative mode is also changing from the traditional administrative management to the new type public administration and community services．So，the public’S demand becames the core driving force for e-government．The concerning about customer satisfaction prompts the Government to put CRM into the e-government． This thesis mainly studies the public service oriented e-government．Our contribution concludes that introducing the CRM，proposing the conception of the CRM．EGOV,establishing a new CRM—EGOV theory model and system designing the three aspects and one operational mechanisms．The core functions of CRM—EGOV is personalized service．In the distribution,we provide a method which Can accord with the characteristics of e-government service．The method contains USer traversal patterns mining,content mining and personalized recommendation based on collaborative filtering． On the ground of theory,we apply the method into the e-government and demonstrate the necessity of the CRM·EGOV in china．In addition,we design a system composed by distributed call center,integrated platform for data exchange and personalized service system．Thus we prove the adaptability and the feasibility of the theory． KEYWORDS：E．Government；CRM；CRM-EGOV；Personalized Service Cl。ASSNO： 学位论文版权使用授权书本学位论文作者完全了解北京交通大学有关保留、使用学位论文的规定。特 学位论文版权使用授权书 本学位论文作者完全了解北京交通大学有关保留、使用学位论文的规定。特 授权北京交通大学可以将学位论文的全部或部分内容编入有关数据库进行检索， 并采用影印、缩印或扫描等复制手段保存、汇编以供查阅和借阅。同意学校向国 家有关部门或机构送交论文的复印件和磁盘。 (保密的学位论文在解密后适用本授权说明) 学位论文作者签名：分3由奄 导师签名： 吲队 签字同期：伽g年6月占17t 签字日期：如昭年石月弓日 独创性声明本人声明所呈交的学位论文是本人在导师指导下进行的研究工作和取得的研 独创性声明 本人声明所呈交的学位论文是本人在导师指导下进行的研究工作和取得的研 究成果，除了文中特别加以标注和致谢之处外，论文中不包含其他人已经发表或 撰写过的研究成果，也不包含为获得北京交通大学或其他教育机构的学位或证书 而使用过的材料。与我一同工