县级市政府网站公共服务功能优化研究

发布时间：2018-01-24 05:56

本文关键词： 电子政务县级市政府公共服务政府网站满意度　出处：《南京理工大学》2015年硕士论文　论文类型：学位论文

【摘要】：政府由传统的社会管理向公共服务转型的背景下,随着现代信息通讯技术的发展,电子政务作为政府管理创新的领域之一,成为政府提供公共服务的重要平台。政府网站作为电子政务最直接的成果,不仅已成为政府电子政务的门户,而且也是政府了解社会舆情,解决公民疑惑的直接平台,因此,研究政府网站公共服务功能的现状、问题以及优化对策具有重要的现实意义。文章首先基于政府网站服务受众的视角,以县级市政府网站为研究对象,探讨县级市政府网站的运行现状以及存在的问题。通过分层抽样的方法,对76个调查样本的政府网站进行定量和纵向观测,找出现在县级市政府网站运行的态势和问题,重点梳理其在提供公共服务上存在的短板。然后以SEVRQUAL量表为基础,再根据中国软件测评中心提出的《中国政府网站绩效评估指标体系(区、县)》设计了影响县级市政府网站公共服务公众满意度的指标体系,通过发放问卷,研究人口统计变量与满意度,满意度的影响因素等问题,试图探求完善县级市政府网站公共服务水平的有效途径。研究结论如下：第一,与2013年相比,2014年调查样本虽然取得了一定进步,但是网站栏目设计与应用上仍然相对不完善,主要集中在信息公开内容不全面,时效眭不高；民政互动栏目普遍响应不足,互动效率不高；提供在线办事能力不足,离“一站式”服务尚有较大差距；新技术运用较差,鲜有样本具有手机终端或是政务微博等四个方面。第二,问卷调查结果表明,不同性别、不同年龄、不同学历、不同职业背景以及不同政府网站使用时间的人群,对政府网站的满意度有着不同的感知结果；五个研究维度,即效率、亲和度、可靠性、便利性、规范性均与政府网站的用户满意度相关。第三,提出了优化我国县级市政府网站服务功能的主要对策思路,即从宣传上,要加大力度扩大范围,提高公民的认可度；在服务上,要根据公众寻求,合理整合完善网上服务；在民政互动上,要不断更新互动渠道；在人才上,要不断加强专业化队伍建设,完善专业人才的培训机制；同时尝试与第三方合作,引入市场化的运作机制。
[Abstract]:The transition from the traditional social management to the public service under the background of the development of modern information communication technology, e-government is one of the government management innovation, become an important platform for the government to provide public services. The government website as a result of e-government into the most direct, not only has become the government e-government portal, but also the government to understand the social public opinion, direct platform, solve the citizen doubt therefore, status of the government website public service function, has important practical significance and optimizing countermeasures. Firstly, based on the government website service audience perspective, by the county municipal government website as the research object, to explore the operation status of county municipal government website as well as the problems. Through the stratified sampling method, 76 sample of government websites for the quantitative and longitudinal observation, found in the municipal government at the county level network Station operation situation and problems existing in its focus on the provision of public services on the short board. Then based on the SEVRQUAL scale, according to the proposed China software evaluation center "Chinese government website performance evaluation index system (District, county) > design influence index system of county municipal government network station public service public satisfaction the study, through questionnaires, demographic variables and satisfaction, satisfaction and other factors, trying to explore effective ways to improve the county municipal government website public service level. The conclusions are as follows: first, compared with 2013, the 2014 survey sample has made some progress, but the design and application of Web column is still relatively imperfect, mainly focus on the information disclosure is not comprehensive, aging Bugao Sui civil interaction column; common response is insufficient, the interaction efficiency is not high; work ability is not in line with The foot, from the "one-stop" service there is a big gap; the use of new technology is poor, few samples with mobile phone terminal or four aspects of government and micro-blog. In second, the survey results showed that different gender, different age, different education background, different occupation and different government websites use time people on government websites the satisfaction has a different perception results; five research dimensions, namely, efficiency, accessibility, reliability, convenience, normative user satisfaction with the government website. Third, put forward the main countermeasures to optimize the function of China's county-level municipal government website service, namely from the propaganda, to increase efforts to expand the scope of and improve citizens' recognition; in the service, according to the public to seek reasonable, perfect integration of online interactive service; in the civil affairs, to renew the interactive channel; in the personnel, to continue to strengthen the professional team Wu Jianshe, to improve the training mechanism of professional talents, and at the same time, try to cooperate with the third parties and introduce a market-oriented operation mechanism.

【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D63

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