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MBA毕业论文_省政务服务公共支付平台需求分析与实施建议研究PDF

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I 摘要 十八大以来,A省政府积极响应国务院号招,在改革实施方案指导下,建立 了A省政务服务平台。该平台涵盖省市县三级,面向互联网法人用户和个人用户, 将此前分散的各级政府部门的政务服务事项整合规范,以促进跨部门跨区域协同、 实施有效动态监管,构建全省一体化“互联网+政务服务”体系。该平台面临公众 政务便捷办理需求;政务服务业务需求;财政管理需求;财政资金监管需求。最 重要的原因是支付体系还未完成,一旦支付体系的问题得到解决,政务服务平台 就形成了完整的闭环,足不出户“一网通办”将成为可能。 本文以打造中的A省政府服务公共支付平台为研究对象,希望能通过对系统 设计前的需求分析进行科学地、详细地研究,通过实践支付平台用户满意度的评 价流程和方法,确定影响支付平台用户满意度的主要因素,最终给出在以用户为 导向思想下,提升政务服务工作用户满意度的实施建议。 文中首先明确了该论文研究的背景、目标及探究成果,并对研究该论文所使 用的基础概念和理论依据进行了全面的阐述,使其为该支付平台的研究提供了重 要理论依据。第二步在分析了支付平台发展现状后,明确了对该支付平台进行详 尽需求分析的必要性,并厘清支付平台需求分析的整体思路。接着从初始用户需 求要素的识别开始,完成了基于Kano模型设计的问卷调查工作,再将调查得到的 信息,通过粗数方法计算出用户需求的重要度分值,再计算出需求强度分值,并 对支付平台用户需求重要度及需求强度对平台的影响因素进行基础分析。第三步 则将A省政务服务公共支付平台用户需求各要素的重要度及需求强度进行区间判 别,由此建立用户需求重要度-需求强度二维象限。最后分别从需要优先满足的用 户需求、持续改进的用户需求以及仅需要维持基本质量的用户需求三个方面提出 了提升支付平台用户需求满意度的实施建议。 本文通过对用户需求详细的分析,为支付平台的建设提供了针对性的实施建 议,为促进建立“以用户为导向”的政务服务支付平台奠定了基础,同时为其它 政务服务项目提供了一定可参考的分析方式。 关键词:需求分析,Kano模型,粗数,互联网+政务服务,支付平台 ABSTRACT II ABSTRACT Since the 18th CPC National Congress, the government of A Province has responded positively to the call of the State Council and established a provincial government service platform under the guidance of the reform implementation plan. The platform covers three levels of province, city and county, and faces corporations and individual users on Internet. It integrates and regulates government service matters of scattered government departments at various levels, so as to promote cross departmental and cross regional collaboration and implement effective dynamic supervision, and construct the province's integrated "Internet + government service" system. The platform is facing the needs of public administration, government service, financial management and supervision of financial funds. The most important reason is that the payment system is not yet complete. Once the payment system has been constructed, the government service platform will form a complete closed-loop. And it will be possible to "operate on one Internet" at home. This paper takes the Government Service Public Payment Platform of A Province as the research target. It is hoped that the main factors affecting the payment platform user satisfaction can be determined through the scientific and detailed research on the requirement analysis before the system design, through the practice of the evaluation process and method of the payment platform user satisfaction. Finally, it gives some suggestions on how to improve the customer satisfaction of government service under the user-oriented idea. Firstly, this paper clarifies the background, targets and achievements of the research, and elaborates the basic concepts and theoretical basis used in the research, so as to provide an important theoretical basis for the research of the payment platform. Secondly, it analyzes the current development status of the payment platform, makes clear the necessity of detailed requirement analysis, and clarifies the overall idea of requirement analysis. Then starting from the identification of the initial user requirement elements, the questionnaire survey based on Kano model is completed. Then, the importance score of user requirement is calculated by rough number method, and the requirement intensity score is calculated. The influence factors of user requirement importance and requirement intensity on the platform are analyzed. Thirdly, ABSTRACT III the importance and requirement intensity of each element of user requirement are identified in intervals, and then a two-dimensional quadrant method of user requirement importance and requirement intensity is established. Finally, implementation suggestions are put forward to improve the satisfaction of user requirement of the payment platform from three aspects: the user requirement that needs to be satisfied first, the user requirement that needs to be improved continuously, and the user demand that only needs to maintain the basic quality. Through the detailed analysis of user requirement, this paper provides targeted implementation suggestions for the construction of payment platform, lays a foundation for promoting the establishment of "user-oriented" government service payment platform, and provides a certain reference for other government service projects. Keywords: requirement analysis, Kano model, rough number, Internet + government service, payment platform 目 录 IV 目 录 第一章 绪论 .................................................................................................................... 1 1.1 选题背景 ............................................................................................................ 1 1.2 A省政务服务支付平台面临的问题 ................................................................ 1 1.3 研究目标及意义 ................................................................................................ 3 1.4 研究内容及思路 ................................................................................................ 4 第二章 相关概念及理论基础 ........................................................................................ 6 2.1 相关概念 ............................................................................................................ 6 2.1.1 用户需求的定义、特点及分类 ............................................................ 6 2.1.2 常用用户需求获取方法 ........................................................................ 7 2.1.3 常用用户需求分析方法 ........................................................................ 8 2.2 理论依据 ............................................................................................................ 9 2.2.1 Kano模型 ............................................................................................... 9 2.2.2 二维象限法 .......................................................................................... 10 2.2.3 粗数方法 .............................................................................................. 10 2.2.4 KJ法 ....................................................................................................... 11 2.3 本章小结 ........................................................................................................... 11 第三章 政务服务公共支付平台发展现状分析 .......................................................... 12 3.1 电子政务发展现状 .......................................................................................... 12 3.2 国内外第三方支付发展现状 .......................................................................... 12 3.2.1 国外发展状况 ...................................................................................... 13 3.2.2 国内发展状况 ...................................................................................... 13 3.3 政务服务公共支付平台需求分析的现状 ...................................................... 15 3.4 政务服务支付平台用户需求分析的必要性 .................................................. 16 3.5 本章小结 ....................................................................................................... 17 第四章 政务服务公共支付平台需求分析 ......................................................