전자정부 e-서비스와 고객관계관리

With the explosion of internet users, there are many enterprises and organizations that regard the internet as the service channel. This phase also raises in public sector like a e-Government. Although fascination and speculation surrounds the impact of the e-Government on citizen behavior, there is little empirical evidence underlying all this speculation. This article provides on such data set. It reports on critical issues that citizen found salient as they use e-Government with perspectives of CRM. We gathered user's reactions via open-ended surveys and questionnaires using a sample of 500 respectively. We related the reactions to the factors of Responsiveness, Efficiency, Trust & Assurance, Empathy, Tangible and Relationship Management which we had identified from the existing literature on service quality and CRM. The results suggest that e-Government manager need to think more about how they perform on the issues known to affect user's satisfaction. We also offer advice for enhancing the design of e-Government services, too.