“以客户为中心”幅的高校学生电子服务评价体系研究-管理科学与工程专业毕业论文.docx

AbstraotAt Abstraot At present，campus network has generally applied to many high schools and has gradually become the main platform of teaching,research and office in high school- However,it also gives rise to many problems when it is applied in practice·The main reason is that the e．service provided by campus network Can not satisfy the customer’S requirement and consequently results in waste of a lot of resources．Especially, b哈e鑫毽se魄efe is not an evaluation criterion for development of campus network e．service，construction of campus network in different hi曲schools is distinct and their levels ofconstruction are also various． 飘lere内糟．how to establish a reasonable evaluation criterion is urgent for development of campus network e-service．From this idea,in this paper,we use the experiences of research on e-government both home and abroad for reference，and adopt the concept，‘‘customer centered’，in CRM，and furthermore establish an evaluation system。 In this evalu蕊on system，based on our knowledge of current e-government and campus network evaluation system，28 evaluation indexes ale designated。Through the analysis of membership degree，correlation，and discernment，4 one level indexes that ale information publishing，interaction on-line，transaction and satisfaction and 14 two level indexes are finally selected to correspond to the characteristics of our evaluation system．Their weights are confirmed by analysis ofhierarchy． By its practical application,we find that the filtered index system not only represents customer centered characteristics from the following four aspects： information publishing，interaction on-line，transaction and satisfaction，but also to a large extent complements campus network drawbacks in these aspects．Application results show it is satisfactory and is fit for evaluating hi醢-school e-service． Furthermore，it Can also give some helps for more development of high。school e-service。 Key words：high school；e-service；CRM；campus network {ll 浙江大学硕士学位论文 浙江大学硕士学