信息生态视角下政务微信信息服务模式与服务质量评价研究

发布时间：2018-03-06 01:21

  本文选题：政务微信公众号　切入点：信息服务模式　出处：《吉林大学》2017年博士论文　论文类型：学位论文

【摘要】：随着微信的快速发展和广泛应用,国内越来越多的党团组织和政府部门开通了微信公众号,积极地利用政务微信发布信息、提供服务、沟通交流、引导舆论等。政务微信已经成为公众喜闻乐见的网络问政新平台,对政府信息服务产生了重要影响,成为推动政务改革的重要力量。如何合理地利用政务微信等政务新媒体的优势,打造以用户需求为中心,以公众参与、双向互动为平台,以优化政府服务流程、改善部门间的信息共享为途径,真正实现服务型政府的建设目标,从而为公众提供更加公正、便捷、高效的公共服务,是当前各个政府部门共同面临的重要课题。信息生态学是研究人、信息、技术和社会环境协调发展的理论,可以为信息环境下的组织、信息技术和信息对象之间的复杂关系提供新的解释框架。因此,本文以政务微信公众号为研究对象,结合信息生态学理论,深入研究政务微信公众号的信息服务模式和服务质量评价问题。在综合评述国内外学者关于政务微信研究成果的基础上,利用文献调研、案例分析和实证研究等方法,基于信息生态视角对政务微信信息服务的过程、模式、运行机制和信息服务质量的影响因素、评价体系等进行深入分析,为提升政务微信公众号的信息服务能力和质量提供指导,以实现新媒体环境下政务微信信息服务过程中的人、信息、技术和环境之间的和谐发展。首先,分析了政务微信服务过程中的信息流转情况,研究了政务微信公众号信息服务的动力和过程。在对政务微信信息服务信息生态系统的四个构成要素政务微信信息人、政务微信信息资源、微信技术和政务微信信息服务环境以及它们之间相互关系深入分析的基础上,构建了政务微信信息服务信息生态系统模型,并分析了它的功能。然后分析了政务微信信息生态链的概念和构成要素,探究了政务微信信息生态链的形成机理、结构和类型。其次,分析了政务微信信息服务运行机制。在对政务微信信息服务运行机制内涵与概念模型分析的基础上,重点研究了政务微信信息服务的动力机制、协同机制、共享机制、评估机制和反馈机制,深入地分析了各个运行机制的内涵、内容与特征,并构建了每种机制的模型;最后基于五种机制的内在逻辑构建出了政务微信信息服务运行机制的总体关系图。第三,政务微信信息服务模式分析。从信息生态要素出发,基于用户个性化需求、政务信息资源共建共享要求、信息智能技术发展和政务信息生态环境协同发展视角,将政务微信信息服务模式划分为定制式、一站式、智慧型和协同式四种类型,分别介绍了四种模式的概念与内涵,分析了各个模式的内容和特征,并构建了每种模式的模型与框架等。分别选取了“广东天气”、“广东发布”、“乐行南昌”、“广州公安”四个政务微信公众号作为实例进行分析研究,对四种信息服务模式进行深入分析。最后,对比分析了四种模式的相同点和不同点。第四,政务微信信息服务质量影响因素研究。以服务质量差距理论为基础,从信息生态因子视角构建了政务微信信息服务质量影响因素模型,将影响因素分为政务微信信息资源、政务微信信息主体、微信技术和政务微信平台环境四个维度,解释不同因子对政务微信信息服务质量的影响。以收集的713份有效调查问卷为样本进行实证分析,采用验证性因子分析检验数据的信度和效度,用结构方程模型检验所提出的理论假设。研究结果表明所提出的大多数假设都得到了数据支持,并对一个不支持的研究假设进行了原因分析。第五,政务微信信息服务质量评价研究。通过文献调研、专家访谈和调查问卷方法,选取并确定了7个一级指标、48个二级指标,结合信息生态学理论将政务微信信息服务质量评价指标划分为政务微信信息资源、政务微信信息人、信息技术和政务微信平台环境四个维度,构建了评价指标体系。利用模糊层次分析法确定了各个指标的权重。最后以“上海发布”微信公众号为研究对象,对其信息服务质量进行评价,分析检验该评价指标体系的科学性与合理性。最后,针对当前政务微信信息服务的现状,分析了提升政务微信信息服务质量面临的困境,提出了策略设计思想,分别从政务微信信息资源、政务微信信息主体、微信技术和政务微信服务环境四个方面提出了提升政务微信信息服务质量的建议和对策,以期为提升政务微信信息服务质量和效果提供借鉴与参考。从信息生态视角探讨政务微信公众号的信息服务模式并对其信息服务质量进行科学评价研究,拓展了信息生态学在政务新媒体领域的研究应用,丰富了电子政务和信息生态学的理论研究,为政府部门借助政务微信更好地开展公共服务提供了理论基础和参考建议。在实践上,本研究有助于提高政务微信信息服务的质量和水平,对于新媒体环境下政府职能转变和公共服务能力提升等都具有较强的现实应用和指导意义。
[Abstract]:With the rapid development and wide application of WeChat, Party organizations and government departments, more and more domestic WeChat opened a public number, and actively use the WeChat government to release information, service, communication, public opinion guidance. The WeChat has become loved by the public in the network of political new platform, has an important influence on the government information service. Has become an important force to promote government reform. How to reasonably use the WeChat chief new media advantage, build a user centric, with public participation, interactive platform, to optimize government service process, improve information sharing among departments as the way to realize the goal of building a service-oriented government, so as to the public to provide more convenient, fair and efficient public services, is an important issue facing the various government departments. The information ecology is the study of information technology. The theory and the coordinated development of the social environment, can be under the environment of information organization, the complex relationship between information technology and information objects provide new explanatory framework. Therefore, the chief public number of WeChat as the research object, combined with the theory of information ecology, information service model and service quality evaluation research of WeChat chief public number. In a comprehensive review of domestic and foreign scholars on the basis of the WeChat research results, using the literature research method, case analysis and empirical research, model of information ecology of e-government process, WeChat information service based on the factors influencing the operation mechanism and the quality of information service, in-depth analysis of the evaluation system, to provide guidance for the information service ability and to improve the quality of government affairs public, WeChat, WeChat to achieve government information service under the new media environment of people, information, technology and environment Harmonious development. Firstly, analyzes the information flow of the WeChat service process, and to study the dynamic process of government public information service, WeChat. In the four elements of government information on WeChat WeChat e-government information service information ecosystem, WeChat government information resources, analyzes the relationship between WeChat technology WeChat and the government information service environment and the construction of government information service, WeChat information ecosystem model, and analyzes its function. And then analyzes the WeChat government information ecological chain concepts and elements, explores the formation mechanism of the WeChat information ecological chain, structure and type. Secondly, analysis of the government WeChat information service mechanism. Based on analyzing the connotation and concept of the WeChat information service mechanism model, focusing on the WeChat government Dynamic information service mechanism, coordination mechanism, sharing mechanism, evaluation mechanism and feedback mechanism, in-depth analysis of the connotation of the operating mechanism, content and features, and construct each mechanism model; finally based on the internal logic of the five kinds of mechanism to construct the overall relationship between the operation mechanism of government information service WeChat map. Third, the analysis of the WeChat information service model. From the perspective of information ecological factors, the needs of individual users based on the requirements of e-government information resources sharing, collaborative development from the perspective of information development of intelligent technology and government information ecological environment, the government information service mode is divided into WeChat customized, one-stop, four types of intelligent and collaborative. It introduces the concept and connotation of the four modes, analyzes the content and characteristics of each model, and constructs each kind of model and framework. Selected the Guangdong weather" , "Guangdong publishing", "music Nanchang, analysis of" Guangzhou public security "four WeChat chief public number as an example, in-depth analysis of the four types of information service model. Finally, comparative analysis of the similarities and differences of the four modes. The fourth factors affecting the quality of WeChat government information service with the service quality gap theory, model of factors affecting the quality of service of the WeChat government information construction from the perspective of information ecological factors, we divide the factors into WeChat e-government information resources, the main government information technology and WeChat, WeChat chief WeChat platform in four dimensions, to explain the effects of different factors on the quality of the WeChat information service. We collected 713 valid questionnaires for the empirical analysis, using confirmatory factor analysis to test the reliability and validity of the data, the proposed structural equation model test theory Research hypotheses. Results show that most of the assumption that the obtained data support, and one does not support the hypothesis based on the reason analysis. Fifth. Study on the quality evaluation of WeChat information service government. Through literature research, expert interviews and questionnaire method, selected and identified 7 first level indicators, 48 two level indicators, combined with the information ecology theory to government information service quality evaluation index of WeChat WeChat into government information resources, government information of WeChat, the four dimensions of information technology and the WeChat platform environment, construct the evaluation index system. Using fuzzy AHP to determine the weight of each index. Finally, to "Shanghai publishing" WeChat public as the research object, to evaluate the quality of information service, inspection and analysis of the evaluation index system of science and rationality. Finally, in view of the current e-government information of WeChat Service status, analysis of the government information service quality improvement is facing the dilemma of WeChat, proposed strategy design, separately from the government information resources of WeChat, WeChat main government information, put forward suggestions and Countermeasures to improve the information service quality of WeChat four WeChat WeChat chief technology and service environment, in order to provide reference and reference in order to improve the WeChat government information service quality and the effect on the information service mode of WeChat. Chief public number from the perspective of information ecology and to study the information service quality of scientific evaluation, expand the application in government information on the field of new media students, enrich the theory research of e-government and information ecology, with the help of the WeChat better for government departments to carry out public service provides a theoretical basis and reference suggestion. In practice, this study will help to improve the government information of WeChat The quality and level of service have strong practical application and guiding significance for the transformation of government functions and the promotion of public service ability in the new media environment.

【学位授予单位】：吉林大学
【学位级别】：博士
【学位授予年份】：2017
【分类号】：G252;D63
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本文编号：1572734