G2C电子政务服务质量促进用户持续使用的机制——方法目的链视角

发布时间：2018-02-26 01:03

本文关键词： GC模式 MEC理论实用需求心理需求持续使用意向　出处：《情报科学》2017年09期 　论文类型：期刊论文

【摘要】：【目的/意义】借鉴营销学方法目的链理论MEC(Means-End Chain)以探索G2C(Government to Citizen)电子政务服务质量,如何满足市民实用需求和心理需求,来促进市民持续使用意向的中介过程。【方法/过程】本研究向使用过G2C服务的市民收集了180份有效问卷,并进行统计分析。【结论/结果】研究结果表明:G2C信息服务质量ISQ(Information service quality)和办事服务质量TSQ(Transaction service quality)对市民持续使用意向有显著正向影响;使用服务满足市民的实用需求(便捷性、有用性)和心理需求(可信度、透明度)完全中介了ISQ和TSQ对持续使用意向的正向影响。研究结论对如何根据市民需求改进G2C服务质量提供重要启示。
[Abstract]:[objective / significance] to explore the service quality of G2CU Government to Citizen and how to meet the practical and psychological needs of citizens by using the theory of chain of purpose (MEC(Means-End chain) as a reference. [method / process] this study collected 180 valid questionnaires from people who had used G2C services. And statistical analysis. [conclusion / results] the results show that ISQ(Information service quality of ISQ(Information G2C and TSQ(Transaction service quality of service quality have a significant positive effect on the intention of sustainable use of citizens, and that the use of services to meet the practical needs of citizens (convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, convenience, etc.). Usefulness) and psychological needs (credibility, transparency) completely mediate the positive impact of ISQ and TSQ on the intention of sustainable use. The conclusions of the study provide important enlightenment on how to improve the quality of G2C service according to the needs of citizens.
【作者单位】：北京理工大学管理与经济学院;
【基金】：国家自然科学基金项目(71471017) 2015年度北京理工大学基础研究基金项目(20152142009)
【分类号】：D63

【相似文献】