3-3-1

3-3-2

86

3-3-3

Citizen Satisfaction Index, CSI

(contact point)

3-3-4

1.

2.

3.

4. Ee

e

3-3-5

1.

2.

3.

1

Service

Capital Chain Management

3-3-6

PZB, 1985

1.

2.

3.

4.

5.

3-3-7

4S

1. Standing

2. Smiling

3. Speeding

4. Satistfying

3-3-8

CRM

Customer Relationship Management

CRM

3-3-9

2

2

SCM

Supply Chain Management, SCM

Integration

3-3-10

1990

Do Government BetterDo Better

Government

3-3-11

3-3-12

3-3-13

FAQ

3-3-14

3-3-15

1.

2.

3-3-16

1.

2.

3.FAQ

1.

2.

3-3-17

3-3-18

E

520

110119

1651955

0800-211-334

0800-007-007

3-3-19

120

10081

1996

929

931999

941

254

311

800

3-3-20

9795,000

1999

1999

1999

1999

1999

1999

VUI

Variation

Unexpected

3-3-21

Impressive

1028

1101

1.

2.

3.

1.

3-3-22

(contact point)

2.

3.

-FastBook

102115

FastBook

FastBook

24

ATMFastBook

134402

3

1

4

3-3-23

1.

2.

3.

1.

2.

3.

3-3-24

1. Kolter, Philip & Kavin keller A framework for marketing Management,

Sixth edition, NJ: Prentice Hall, Inc, 2012.

2. Aaker, David A., Strategic Market Management, Eigth edition, John Wiley

& Sons, Inc. 2009.