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基于CRM理论的中外铁路门户网站评价分析
发表时间：2010-03-31 浏览量：1911 下载量：867
| 全部作者： | 王佳，刘宇，汪晓霞 |
| 作者单位： | 北京交通大学交通运输学院；北京交通大学计算机与信息技术学院 |
| 摘 要： | 基于客户关系管理（customer relationship management，CRM）理论，从客户角度对中外铁路网站进行采样调查分析，包括网站提供信息、列车时刻表查询、订票系统和网站链接4个部分的数据统计研究。通过国内外网站分析结果对比，总结出当前中国铁路网站所存在的问题，如信息冗余、功能不全面、存在虚假广告链接等。并根据以上问题提出杜绝冗余信息及虚假链接、开展订票业务、回收用户反馈和增设功能等网站建设方面的改进建议。 |
| 关 键 词： | 铁路运输；客户关系管理；铁路；门户网站 |
| Title： | Analysis of Chinese and foreign railway portals based on CRM theory |
| Author： | WANG Jia, LIU Yu, WANG Xiaoxia |
| Organization： | School of Traffic and Transportation, Beijing Jiaotong University；School of Computer and Information Technology, Beijing Jiaotong University |
| Abstract： | Based on customer relationship management (CRM) theory, the paper gives a sampling investigation and analysis of Chinese and foreign railway portals from the perspective of customers. The investigated items include four parts: the information provided by portals, the train schedule inquiries, booking systems and web links. The paper gathers the data of these four parts to do a statistical research. By comparing the results of domestic portals analysis with those abroad, the disadvantages of Chinese railway portals were found, including the redundancy of information, the incompletion of functions, the existence of false links and ads links, etc. To solve these problems, the paper gives some recommendations for website�construction improvement, such as removing redundant links and false links, developing booking business, recycling customers’ feedback and setting up more service functions. |
| Key words： | railway transport; customer relationship management; railway; portal |
| 发表期数： | 2010年3月第6期 |
| 引用格式： | 王佳，刘宇，汪晓霞. 基于CRM理论的中外铁路门户网站评价分析[J]. 中国科技论文在线精品论文，2010，3（6）：623-629. |
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