电子政务信息服务质量公众满意度模型及实证研究

发布时间：2018-06-03 11:48

  本文选题：电子政务 + 信息服务质量　； 参考：《电子政务》2017年09期

【摘要】：从感知质量的视角出发,研究公众对电子政务信息服务质量的满意度问题。首先根据相关文献将影响电子政务信息服务满意度的前因变量归纳为感知质量、公众期望、感知价值,结合电子政务公众服务的特点引入满意度的结果变量"公众信任"和"政府形象",并提出研究假设和模型。采用问卷调查法,以使用过电子政务网站的中青年人群为样本进行实证研究。研究结果显示:公众期望与感知质量、感知价值具有显著的正向关系;感知质量与感知价值、公众满意存在显著的正向相关关系;公众满意对政府形象、公众信任的影响显著。最后,结合分析结果提出电子政务信息服务功能、过程设计和管理的对策建议,对政府提高网站信息服务质量和公众信任具有参考价值。
[Abstract]:From the perspective of perceived quality, this paper studies the satisfaction of the public to the information service quality of e-government. First of all, according to the relevant literature, the antecedent variables that affect the satisfaction of e-government information service are summarized as perceived quality, public expectation, perceived value. Combined with the characteristics of e-government public service, the result variables of satisfaction "public trust" and "government image" are introduced, and the research hypotheses and models are put forward. An empirical study was carried out on young and middle-aged people who had used e-government websites. The results show that: public expectations and perceived quality, perceived value has a significant positive relationship; perceived quality and perceived value, public satisfaction has a significant positive correlation; public satisfaction has a significant impact on the image of the government, public trust. Finally, based on the analysis results, the paper puts forward the countermeasures and suggestions of E-government information service function, process design and management, which has reference value for the government to improve the quality of website information service and public trust.
【作者单位】： 成都理工大学管理科学学院;
【基金】：四川省社会科学规划项目“电子政务服务质量诊断与优化方法研究”(SC14B001) 四川省教育厅自然科学基金重点项目“电子政务服务平台公众感知质量模型及业务流程优化集成方法研究”(15ZA0081)
【分类号】：D63
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本文编号：1972672