电子政务系统用户满意度发展路径研究
发布时间：2018-07-22 15:31
【摘要】：在中国的经济和社会发展中,电子政务系统起着非常关键的作用,并且已经逐渐成为中国政府向企业、组织和个人提供公共服务的重要途径和平台。我国电子政务系统得到了快速的进步,但是还存在着很多不足,比如资源过度消耗、用户满意度较低以及信息孤岛问题等。电子政务系统的用户满意度发展路径研究,可以为我国政府电子政务进步和发展,提供全面的理论分析方法和实际应用框架,从而有效地促进我国电子政务系统的长足发展。本文系统地对电子政务系统的用户满意度发展路径进行研究,通过对电子政务系统全面的分析,包括系统用户和系统本身,提出电子政务系统发展的生态体系；接着,基于结构方程分析电子政务生态系统用户影响因素,包括指标及问卷设计、问卷检验和路径分析；运用系统动力学等相关理论,从用户满意视角,对电子政务系统本身的演化方式、途径和过程等进行分析；同时,本文针对电子政务生态系统用户满意度发展,设计出一套评价方法,最终得到电子政务生态系统用户满意度发展路径。本文的研究内容具体包括以下方面：(1)理论研究方面。在相关理论研究的基础上,构建电子政务系统演化的整体理论模型,包括微观方面、中观方面和宏观方面的理论分析框架,基于对于电子政务系统微观方面、中观方面和宏观方面机理的有效分析,同时将此三方面的演化机理进行有效地结合,提出电子政务系统多层嵌套的用户满意演化机理。(2)实践指导方面。运用生态系统、协同演化等相关理论对电子政务系统用户满意演化的方式、途径和过程等进行深入分析,并通过对电子政务系统用户满意演化机理的实证和仿真研究进行验证,有助于在电子政务系统发展过程中,能够积极应对技术进步等发展带来的挑战与机遇,同时丰富了用户满意演化理论在电子政务系统领域的应用研究。(3)发展建议。基于以上研究,本文提出了有利于电子政务系统用户满意发展的三种资源整合模式,包括基于用户对象和服务主题的资源整合,依据业务流程的资源整合以及基于政府网站的资源整合。本论文的预期创新点包括：(1)电子政务系统分析。从用户满意的视角出发,研究电子政务系统的用户满意度发展路径。在电子政务系统理论、信息生态学、协同演化等相关理论研究的基础上,运用类比研究方法,以信息生态系统的特征为对象,深入剖析电子政务系统的特点,界定电子政务系统的理论内涵,并系统全面地探讨了电子政务系统的特征、构成要素、互动关系,其构建了电子政务系统用户满意度发展路径的理论体系。在此基础上,结合用户需求,对细分用户进行了量化分析,为电子政务系统的建设提供了宏观指导。(2)电子政务系统用户模型及影响因素分析。从用户满意度的视角出发,在电子政务系统用户行为分析的基础上,进一步对用户需求进行剖析,深入研究了不同用户群体的个性化需求；并且选取政务微博为研究对象,对用户满意度的影响因素如受众情况、原创内容质量、图文视频价值、评论情况、转发情况、话题情况以及政府形象等进行了探讨,并应用结构方程模型进行了实证研究,为我国电子政务的长久发展提供了可借鉴的科学依据。(3)电子政务系统模型及影响因素分析。在用户模型及影响因素研究的基础上,从用户满意度的视角出发,结合电子政务系统主体行为和环境的分析,对影响用户满意度整体的因素包括咨询反馈通路数、内容时效性、咨询反馈周期、内容更新频率、技术更新率和系统二次开发率进行了量化分析,并且构建了电子政务系统用户满意度发展的系统动力学模型,应用Anylogic仿真平台,搭建电子政务系统用户满意的SD模型并进行了实证研究,为政府建立协同发展的电子政务系统,提供了丰富的理论基础。(4)用户满意度效果评价及用户满意度发展路径。在以上研究的基础上,从用户满意度的视角出发,选取政务微博为研究对象,基于政务微博的实际应用情况和问卷调查,以AISAS模型为基础,建立政务微博信息公开短期效果评估模型,从微观角度得到一种衡量信息公开短期效果的测量方案。评估模型提供的反馈结果可有效的指导电子政务系统用户满意度发展,为提升用户满意度奠定理论基础。基于以上分析,最终得出电子政务系统用户满意度发展的一般路径,即系统主体分析—用户模型及影响因素分析—电子政务系统模型及影响因素分析—用户满意度发展评价,为我国电子政务系统发展提供了具有实际应用能力的指导依据。
[Abstract]:In the economic and social development of China, the e-government system plays a very important role, and has gradually become an important way and platform for the government to provide public services to enterprises, organizations and individuals. The e-government system in China has made rapid progress, but there are still many shortcomings, such as excessive consumption of resources, and users. The research on the development path of user satisfaction of e-government system can provide a comprehensive theoretical analysis method and practical application framework for the progress and development of E-government in our government, and thus effectively promote the rapid development of the e-government system in China. This paper systematically discusses the electronic government system. The development path of the user satisfaction is studied. Through the comprehensive analysis of the e-government system, including the system users and the system itself, the ecological system of e-government system development is proposed. Then, based on the structural equation, the influence factors of the users of e-government ecosystem are analyzed, including the index and questionnaire design, the questionnaire inspection and the path analysis. By using system dynamics and other related theories, this paper analyzes the evolution mode, way and process of e-government system itself from the perspective of user satisfaction. At the same time, this paper designs a set of evaluation methods for the user satisfaction development of e-government ecosystem, and finally obtains the path of user satisfaction development of e-government ecosystem. The research contents of this paper include the following aspects: (1) theoretical research. On the basis of relevant theoretical research, the overall theoretical model of the evolution of e-government system is constructed, including the micro aspect, the middle and macro aspects of the theoretical analysis framework, based on the micro aspects, meso and macro aspects of the electronic administrative system. The effective analysis of the three aspects of the evolution mechanism is effectively combined, and the multi-layer nested user satisfaction evolution mechanism of the e-government system is proposed. (2) practical guidance, using the ecological system, co evolution and other related theories to analyze the methods, ways and processes of the satisfactory evolution of the e-government system users. The empirical and Simulation Research on the user satisfaction evolution mechanism of the e-government system is verified. It is helpful to meet the challenges and opportunities in the development of e-government system, and enrich the application research of user satisfaction evolution theory in the field of e-government system. (3) based on the development proposal. Above research, this paper puts forward three kinds of resource integration models which are beneficial to the development of e-government system users, including resource integration based on user objects and service topics, resource integration based on business processes and resource integration based on government websites. The expected innovation points of this paper include: (1) the analysis of e-government system. On the basis of the theory of e-government system, information ecology, co evolution and other related theories, the characteristics of the information ecosystem are used to analyze the characteristics of the e-government system and to define the e-government system. The connotation of the theory, and the systematic and comprehensive discussion of the characteristics, elements and interactive relations of the e-government system, which constructs the theoretical system of the development path of the user satisfaction of the e-government system. On this basis, the quantitative analysis of the subdivided users is carried out in combination with the user needs, and the macro guidance for the construction of the e-government system is provided. (2) From the perspective of user satisfaction, on the basis of the user behavior analysis of the e-government system, this paper further analyzes the user needs and studies the personalized needs of different user groups, and selects the government micro-blog as the research object and the influence of the user satisfaction. Such as the audience, the quality of original content, the value of graphic video, the review situation, the forwarding situation, the topic and the image of the government, and the application of the structural equation model to carry out an empirical study for the long-term development of the E-government in China. (3) the model of e-government system and the analysis of the influence factors On the basis of user model and influencing factors, from the perspective of user satisfaction and the analysis of the main behavior and environment of e-government system, the factors affecting the overall user satisfaction include the number of feedback channels, the timeliness of content, the cycle of consultation and feedback, the frequency of content updating, the rate of technology renewal and the two development rate of the system. The quantitative analysis is carried out, and the system dynamics model of the user satisfaction development of the e-government system is constructed. The Anylogic simulation platform is used to build the SD model of the user satisfaction of the e-government system and carry out an empirical study. It provides a rich theoretical basis for the government to establish the coordinated development of the e-government system. (4) the user satisfaction. On the basis of the above research, on the basis of the above research, from the perspective of user satisfaction, we select government micro-blog as the research object, based on the actual application and questionnaire survey of government micro-blog, based on the AISAS model, establish the short-term effect evaluation model of government government micro-blog information public short term, and get a microcosmic perspective. The feedback results provided by the evaluation model can effectively guide the user satisfaction development of the e-government system and lay a theoretical foundation for the improvement of the user satisfaction. Based on the above analysis, the general path of the user satisfaction of the e-government system is finally obtained, that is, the analysis of the users of the system - the user. The model and influencing factor analysis - the model of e-government system and the analysis of influence factors - the evaluation of the development of user satisfaction, provide the guidance for the development of the e-government system in China.
【学位授予单位】：北京交通大学
【学位级别】：博士
【学位授予年份】：2016
【分类号】：D63
[Abstract]:In the economic and social development of China, the e-government system plays a very important role, and has gradually become an important way and platform for the government to provide public services to enterprises, organizations and individuals. The e-government system in China has made rapid progress, but there are still many shortcomings, such as excessive consumption of resources, and users. The research on the development path of user satisfaction of e-government system can provide a comprehensive theoretical analysis method and practical application framework for the progress and development of E-government in our government, and thus effectively promote the rapid development of the e-government system in China. This paper systematically discusses the electronic government system. The development path of the user satisfaction is studied. Through the comprehensive analysis of the e-government system, including the system users and the system itself, the ecological system of e-government system development is proposed. Then, based on the structural equation, the influence factors of the users of e-government ecosystem are analyzed, including the index and questionnaire design, the questionnaire inspection and the path analysis. By using system dynamics and other related theories, this paper analyzes the evolution mode, way and process of e-government system itself from the perspective of user satisfaction. At the same time, this paper designs a set of evaluation methods for the user satisfaction development of e-government ecosystem, and finally obtains the path of user satisfaction development of e-government ecosystem. The research contents of this paper include the following aspects: (1) theoretical research. On the basis of relevant theoretical research, the overall theoretical model of the evolution of e-government system is constructed, including the micro aspect, the middle and macro aspects of the theoretical analysis framework, based on the micro aspects, meso and macro aspects of the electronic administrative system. The effective analysis of the three aspects of the evolution mechanism is effectively combined, and the multi-layer nested user satisfaction evolution mechanism of the e-government system is proposed. (2) practical guidance, using the ecological system, co evolution and other related theories to analyze the methods, ways and processes of the satisfactory evolution of the e-government system users. The empirical and Simulation Research on the user satisfaction evolution mechanism of the e-government system is verified. It is helpful to meet the challenges and opportunities in the development of e-government system, and enrich the application research of user satisfaction evolution theory in the field of e-government system. (3) based on the development proposal. Above research, this paper puts forward three kinds of resource integration models which are beneficial to the development of e-government system users, including resource integration based on user objects and service topics, resource integration based on business processes and resource integration based on government websites. The expected innovation points of this paper include: (1) the analysis of e-government system. On the basis of the theory of e-government system, information ecology, co evolution and other related theories, the characteristics of the information ecosystem are used to analyze the characteristics of the e-government system and to define the e-government system. The connotation of the theory, and the systematic and comprehensive discussion of the characteristics, elements and interactive relations of the e-government system, which constructs the theoretical system of the development path of the user satisfaction of the e-government system. On this basis, the quantitative analysis of the subdivided users is carried out in combination with the user needs, and the macro guidance for the construction of the e-government system is provided. (2) From the perspective of user satisfaction, on the basis of the user behavior analysis of the e-government system, this paper further analyzes the user needs and studies the personalized needs of different user groups, and selects the government micro-blog as the research object and the influence of the user satisfaction. Such as the audience, the quality of original content, the value of graphic video, the review situation, the forwarding situation, the topic and the image of the government, and the application of the structural equation model to carry out an empirical study for the long-term development of the E-government in China. (3) the model of e-government system and the analysis of the influence factors On the basis of user model and influencing factors, from the perspective of user satisfaction and the analysis of the main behavior and environment of e-government system, the factors affecting the overall user satisfaction include the number of feedback channels, the timeliness of content, the cycle of consultation and feedback, the frequency of content updating, the rate of technology renewal and the two development rate of the system. The quantitative analysis is carried out, and the system dynamics model of the user satisfaction development of the e-government system is constructed. The Anylogic simulation platform is used to build the SD model of the user satisfaction of the e-government system and carry out an empirical study. It provides a rich theoretical basis for the government to establish the coordinated development of the e-government system. (4) the user satisfaction. On the basis of the above research, on the basis of the above research, from the perspective of user satisfaction, we select government micro-blog as the research object, based on the actual application and questionnaire survey of government micro-blog, based on the AISAS model, establish the short-term effect evaluation model of government government micro-blog information public short term, and get a microcosmic perspective. The feedback results provided by the evaluation model can effectively guide the user satisfaction development of the e-government system and lay a theoretical foundation for the improvement of the user satisfaction. Based on the above analysis, the general path of the user satisfaction of the e-government system is finally obtained, that is, the analysis of the users of the system - the user. The model and influencing factor analysis - the model of e-government system and the analysis of influence factors - the evaluation of the development of user satisfaction, provide the guidance for the development of the e-government system in China.
【学位授予单位】：北京交通大学
【学位级别】：博士
【学位授予年份】：2016
【分类号】：D63
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