TY - GEN
T1 - E-government services using customer index knowledge
AU - Ha, Sung Ho
AU - Lee, Min Jung
PY - 2010
Y1 - 2010
N2 - Public sectors have tried to improve service quality for their customers. However, there are still several hurdles in the execution of customer-oriented service production and delivery by the public sectors. On this account, most public sectors thus far have made little progress in making themselves more customer-friendly, when compared with private sectors. The business environment surrounding public sectors has been rapidly changing, such as private sectors rushing into competition, customers demanding their rights, and the self-consciousness of public sectors paying attention to a customer-driven mind. To cope with these challenges, this study suggests a framework of developing knowledge-intensive services based on customer indexes (KISCI) in the e-government scheme, which combines panel information and marketing research information to improve the service quality of public sectors toward citizens. The framework, KISCI, is applied to one of the public sectors and the results are enumerated.
AB - Public sectors have tried to improve service quality for their customers. However, there are still several hurdles in the execution of customer-oriented service production and delivery by the public sectors. On this account, most public sectors thus far have made little progress in making themselves more customer-friendly, when compared with private sectors. The business environment surrounding public sectors has been rapidly changing, such as private sectors rushing into competition, customers demanding their rights, and the self-consciousness of public sectors paying attention to a customer-driven mind. To cope with these challenges, this study suggests a framework of developing knowledge-intensive services based on customer indexes (KISCI) in the e-government scheme, which combines panel information and marketing research information to improve the service quality of public sectors toward citizens. The framework, KISCI, is applied to one of the public sectors and the results are enumerated.
KW - customer service
KW - E-government
KW - public sector
KW - service process
KW - service quality
UR - http://www.scopus.com/inward/record.url?scp=78049437315&partnerID=8YFLogxK
U2 - 10.1007/978-3-642-15172-9_18
DO - 10.1007/978-3-642-15172-9_18
M3 - Conference contribution
AN - SCOPUS:78049437315
SN - 364215171X
SN - 9783642151712
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 174
EP - 188
BT - Electronic Government and the Information Systems Perspective - First International Conference, EGOVIS 2010, Proceedings
T2 - 1st International Conference on Electronic Government and Information Systems Perspective, EGOVIS 2010
Y2 - 31 August 2010 through 2 September 2010
ER -