面向弱势群体的政府信息服务评价指标体系研究

发布时间：2018-01-11 09:24

本文关键词：面向弱势群体的政府信息服务评价指标体系研究　出处：《吉林大学》2017年硕士论文　论文类型：学位论文

【摘要】：近年来,伴随着我国服务型政府建设的不断推进,信息公开力度的逐渐加大,信息鸿沟、信息寻租等信息不平等现象也在频繁发生。2002年3月,朱昒基总理在政府工作报告中首次提到了有关“弱势群体”公共服务相关的问题,随后,社会对弱势群体在信息服务方面的关注度也随之加深,构建社会主义和谐社会过程中关注弱势群体的生活、工作等一系列问题,是每一届政府必须承担起的责任与担当。促进弱势群体自身价值的实现、满足其渴望被他人尊重的内心需求,既是一个社会问题,也是各政府职能部门的职责所在。本文基于马斯洛需求层次理论、信息不平等理论、政府信息服务理论、信息公平理论,通过研究弱势群体信息需求对政府信息服务的要求,进一步构建面向弱势群体的政府信息服务评价指标体系,目的是分析出当前面向弱势群体的政府信息服务存在的问题,为快速解决信息服务质量问题提供良好的思路。目前,我国服务型政府建设正处于蓬勃发展时期,服务水平不断提升,但是面向弱势群体的政府信息服务是服务型政府建设的挑战,对此也缺乏相应的评价指标体系,面向弱势群体的政府信息服务的发展情况到底如何,无法精确衡量,因此开展面向弱势群体的政府信息服务评价指标体系的研究非常必要。本文前期通过对国内外有关政府信息服务和弱势群体信息服务的现状做了系统调研,依据已有政府信息服务质量评价维度,结合弱势群体信息服务现状,将信息公平的维度嵌入指标评价体系中,最终确立面向弱势群体的政府信息服务质量评价的4个一级指标,并将9个与面向弱势群体的政府信息服务密切相关的二级指标按照政府信息服务内容、政府信息组织质量、实体资源、数字资源、服务过程、服务效果、资源配置、保障措施、用户感知这些维度进行划分。每个二级指标经过系统的梳理确立了三级指标,共计49个。计算出该指标体系的权重,在此基础上通过调查问卷得出弱势群体对政府信息服务的整体满意度得分。最后利用设计的评价指标进行实证研究,对评价结果进行详细的分析,发现目前我国面向弱势群体的政府信息服务方面存在的问题,并针对发现的问题提出相应的改进措施。
[Abstract]:In recent years, with the continuous development of service-oriented government in China, the information disclosure gradually increased, information gap, information rent-seeking and other information inequality also occurred frequently. March 2002. In his report on the work of the government, Prime Minister Zhu Yuji mentioned for the first time issues related to the public services of the "vulnerable groups", and subsequently, the attention of the society to the information services of the vulnerable groups also increased. In the process of constructing a harmonious socialist society, it is the responsibility and responsibility of every government to pay attention to the life and work of the vulnerable groups and to promote the realization of the value of the vulnerable groups. It is not only a social problem but also the responsibility of each government functional department to satisfy its inner needs which are eager to be respected by others. This paper is based on Maslow's hierarchy of needs theory and information inequality theory. The theory of government information service, the theory of information fairness, through the study of the information needs of vulnerable groups on the requirements of government information services, the further construction of vulnerable groups of government information services evaluation index system. The purpose is to analyze the problems existing in the government information service for the vulnerable groups, and to provide a good way of thinking to solve the problem of information service quality quickly. At present, the construction of service-oriented government in our country is in a period of vigorous development. The level of service is constantly improving, but the government information service for the vulnerable groups is the challenge of service-oriented government construction, and there is also a lack of corresponding evaluation index system. The development of the government information service for the vulnerable groups can not be accurately measured. Therefore, it is necessary to study the evaluation index system of government information service for vulnerable groups. This paper makes a systematic investigation on the current situation of government information service and weak group information service at home and abroad. According to the evaluation dimension of government information service quality and the current situation of information service of vulnerable groups, the dimension of information fairness is embedded in the index evaluation system. Finally, it establishes four first-level indicators for the evaluation of the quality of government information services for the vulnerable groups, and makes nine secondary indicators closely related to the government information services for the vulnerable groups according to the content of government information services. Government information organization quality, entity resources, digital resources, service process, service effect, resource allocation, safeguard measures. The user perceives these dimensions to be divided. Each secondary index is systematically combed and established three levels of indicators, a total of 49. Calculate the weight of the index system. On this basis, through the questionnaire to obtain the weak groups of the overall satisfaction of government information services score. Finally, using the designed evaluation indicators for empirical research, the evaluation results are analyzed in detail. The problems in the government information service for the vulnerable groups in China are found, and the corresponding improvement measures are put forward.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D63;G252

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