基于卡诺模型的上海电子政务公众满意度研究

发布时间：2018-01-15 03:16

本文关键词：基于卡诺模型的上海电子政务公众满意度研究　出处：《上海师范大学》2016年硕士论文　论文类型：学位论文

【摘要】：当前,在政府职能转变和服务型政府建设的背景下,电子政务作为政府管理的重要方式,它以信息技术作为基本工具,一方面为公众提供便捷优质的政府服务和公众参政议政的有效渠道,另一方面,也为政府管理提供了更高效方便的服务渠道和决策依据。电子政务已成为提升政府公共服务水平的有效途径,同时,电子政务公共服务质量也直接影响到政府公共服务的效果和效益。电子政务的核心任务是服务公众,因此政府应通过科学准确的方法获取公众对电子政务的各类需求,将公众作为“顾客”,满足其需求,提升其获取政府服务的满意度。为此,本文引入卡诺模型,以互联网新形势下的上海社会保障电子政务为例展开研究,调研分析上海市电子社保的公众需求与满意度,希望做到以点及面,探究基于服务型政府背景下,对电子政务的公众满意度要素进行分析,并制定相关的满意度提升策略,完善服务型政府建设。本文的主要研究内容如下:(1)对电子政务、公众满意度、卡诺模型相关概念和理论进行了阐述;分析了服务型政府和公众满意度的构成指标,介绍了卡诺模型及其在社会研究领域的应用。(2)以上海社会保障电子政务公众满意度的现状调研为基础,分析指出了当前电子政务存在的突出问题,提出了以强化政府公共服务理念为指导、服务型政府理论视角下的上海电子政务的建设目标。(3)针对电子政务在上海市社保领域的发展建设,设计调查问卷,并利用卡诺模型对上海市社保电子政务的公众需求与满意度进行分析。通过对调查结果的统计分析,对社保电子政务的需求要素以及电子社保所面向的公众群体进行了分类,为后续公众满意度提升的策略制定提供了有利依据。(4)通过分析影响公众对上海社保电子政务的需求要素,制定相关的满意度提升策略;从重视基本质量要素、坚持期望质量要素和改善魅力质量要素三个方面具体分析,为满意度提升策略的制定提供了理论依据。
[Abstract]:At present, under the background of the transformation of government functions and the construction of service-oriented government, e-government as an important way of government management, it takes information technology as the basic tool. On the one hand to provide the public with convenient and high-quality government services and public participation in the effective channels of government on the other hand. It also provides a more efficient and convenient service channel and decision-making basis for government management. E-government has become an effective way to improve the level of government public service. E-government public service quality also directly affects the effectiveness and effectiveness of government public services. The core task of e-government is to serve the public. Therefore, the government should obtain all kinds of public needs for e-government through scientific and accurate methods, regard the public as "customers", meet their needs, and enhance their satisfaction in obtaining government services. This paper introduces Carnot model, taking Shanghai social security e-government under the new situation of the Internet as an example to investigate and analyze the public demand and satisfaction of Shanghai e-social security. Based on the background of service-oriented government, this paper analyzes the factors of public satisfaction of e-government, and formulates the related strategies of promoting satisfaction. The main research contents of this paper are as follows: 1) the related concepts and theories of e-government, public satisfaction and Carnot model are expounded. This paper analyzes the components of service-oriented government and public satisfaction, introduces the Carnot model and its application in the field of social research, based on the survey of the status quo of public satisfaction in Shanghai social security e-government. This paper analyzes and points out the outstanding problems existing in the current e-government, and puts forward the guidance of strengthening the concept of public service of the government. The construction target of Shanghai E-government from the perspective of service-oriented government theory.) aiming at the development and construction of e-government in the field of social security in Shanghai, the questionnaire is designed. And using Carnot model to analyze the public demand and satisfaction of social security e-government in Shanghai. Through the statistical analysis of the results of the survey. This paper classifies the demand factors of social security e-government and the public groups that the electronic social security aims at. It provides a favorable basis for the subsequent promotion of public satisfaction. 4) through the analysis of the factors that affect the public demand for Shanghai social security e-government, we formulate the related satisfaction promotion strategy; From three aspects: paying attention to the basic quality factors, insisting on the expected quality factors and improving the charismatic quality elements, this paper provides a theoretical basis for the formulation of the satisfaction promotion strategy.
【学位授予单位】：上海师范大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：D63

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