新兴媒体条件下电子政务满意度评价研究

发布时间：2018-01-02 23:02

本文关键词：新兴媒体条件下电子政务满意度评价研究　出处：《哈尔滨工业大学》2016年博士论文　论文类型：学位论文

【摘要】：电子政务是实体政务在互联网上展现出来的全新形式,它是行政事务管理活动融合了信息技术、网络技术之后的全新尝试。电子政务的出现,也从很大程度上体现出国家实施政府治理的决心,即通过电子信息技术的全新手段,为广大公众提供优质、方便、快捷的行政服务。电子政务的核心原则就是“以公众为中心”,这彻底改变了传统政务中公众的地位,是政府服务形式适应公众需求的必然变革。我国电子政务工作开展较晚,要吸引更多用户选择电子政务模式,就要提升用户心目中的电子政务满意度。因此,本文的目的在于构建新兴媒体条件下电子政务满意度的评价体系和方法,进而发现影响我国电子政务满意度的因素,给出提升我国电子政务工作水平的对策和措施。本文开展的主要工作如下:第一,对新兴媒体条件下的电子政务满意度评价基本理论框架进行了研究。首先,界定了电子政务的概念,理清了电子政务的主体客体,分析了电子政务的经济学特征和结构性特征。其次,分析了满意度的心理学基础,确定了满意度评价模型是满意度评价科学性的关键所在。最后,提出了新兴媒体条件下电子政务满意度的基本理论框架。第二,在Customer Satisfaction Index模型(简称CSI模型)的启发下,构建了三维立体分层多指标电子政务满意度评价模型,并从“服务-满意度平面”和“技术-满意度平面”进行了细化指标设计。从新兴媒体角度出发,对三维立体分层多指标电子政务满意度评价模型进行了修正,并给出了新兴媒体因素对服务和技术两个维度的指标影响。第三,基于新兴媒体因素修正的电子政务满意度评价指标体系,对Government to Citizen型(简称G2C型)电子政务满意度评价问题展开了研究。构建了新兴媒体条件下G2C型电子政务满意度评价指标的关联模型,并设计了PLS(偏最小二乘法)结合RBF(径向基神经网络)的求解流程。分别从服务维度和技术维度展开了实证分析,得到了底层指标、中间层指标对于顶层指标的影响程度,获得了新兴媒体条件下G2C型电子政务的满意度评价结果。第四,基于新兴媒体因素修正的电子政务满意度评价指标体系,对Government to Business型(简称G2B型)电子政务满意度评价问题展开了研究。从Kano满意度评价理论出发,构建了一个基于Kano模型的G2B型电子政务满意度评价框架。通过Kano类型判断,区别处理线性和非线性评价的求解流程,分别从服务维度和技术维度展开了实证分析,得到了底层指标、中间层指标对于顶层指标的重要程度,从而得到新兴媒体条件下G2B型电子政务的满意度评价结果。第五,分别从服务维度和技术维度提出了提升电子政务满意度的对策建议,包括:进一步简化处理流程、进一步提升响应速度、拓宽在线服务范围、完善手机终端使用功能、丰富互动功能、增强政务系统安全性等内容。
[Abstract]:E-government is a new form of government entities in the Internet show, it is the administrative affairs, integration of the information technology, network technology. After the new attempt of e-government, but also reflects the implementation of national government determined to a large extent, namely, by means of new electronic information technology, for the general public high quality, convenient, efficient administrative services. The core principles of e-government is the "public centered", which completely changed the traditional government in the public place, is the inevitable change of government service form to adapt the public demand. The work of E-government in China started late, to choose the mode of e-government to attract more users, it is necessary to enhance the the E-government satisfaction of users in mind. Therefore, the purpose of this paper is to construct the evaluation system and method of e-government satisfaction under the condition of emerging media, then The factors affecting the satisfaction of E-government in China, countermeasures and measures of the level of China's e-government are given to improve. The main results are as follows: first, a basic theoretical framework of evaluation of e-government satisfaction under the condition of emerging media is studied. Firstly, defines the concept of e-government, clarify the main object of electronic analysis of the economic characteristics of e-government, e-government and structural characteristics. Secondly, analyzes the psychological basis of satisfaction, the satisfaction evaluation model is a key scientific satisfaction evaluation. Finally, puts forward the basic theoretical framework of e-government satisfaction under the condition of emerging media. In second, the Customer Satisfaction Index model (CSI model) inspired, constructed the three-dimensional hierarchical evaluation of e-government satisfaction model of multi index, and from the "service satisfaction level" and" Technology - satisfaction plane "detailed index design. Starting from the angle of new media, three-dimensional layered evaluation model of e-government satisfaction index was revised, and the index of emerging media factors on the two dimensions of service and technology were given. Third, the evaluation index system of e-government satisfaction factors based on the correction of new media. The Government to Citizen (G2C) evaluation problem of e-government satisfaction is studied. Construct the correlation model of evaluation index G2C of e-government satisfaction under the condition of emerging media, and design a PLS (partial least squares (RBF) combined with radial basis function neural network). The solving process separately from the service dimension and technology dimension the empirical analysis, obtained the influence degree of the bottom index, middle layer index for top index, the G2C type electronic government under the condition of emerging media Service satisfaction evaluation results. Fourth, the evaluation index system of e-government satisfaction correction factors based on new media, the Government to Business (G2B) evaluation problem of e-government satisfaction is studied. From the Kano satisfaction evaluation theory, construct an evaluation based on G2B e-government satisfaction Kano model through framework. Determine the type of Kano, difference solving process of linear and nonlinear evaluation processing, respectively from the service dimension and technology dimensions of empirical analysis, the underlying index, the importance of middle layer index for the top index, so as to obtain satisfaction evaluation results of G2B e-government under the condition of emerging media. Fifth respectively, countermeasures and suggestions to enhance electronic the government satisfaction is put forward from the service dimension and technology dimension include: to further simplify the processing procedures, to further enhance the response speed, extension The wide range of online service, improve the use of mobile terminal function, enrich the interactive function, enhance the security of the government system and other contents.

【学位授予单位】：哈尔滨工业大学
【学位级别】：博士
【学位授予年份】：2016
【分类号】：D63

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