本文選題：電子政務(wù) + 信息服務(wù)質(zhì)量�。� 參考：《電子政務(wù)》2017年09期

【摘要】：從感知質(zhì)量的視角出發(fā),研究公眾對(duì)電子政務(wù)信息服務(wù)質(zhì)量的滿意度問(wèn)題。首先根據(jù)相關(guān)文獻(xiàn)將影響電子政務(wù)信息服務(wù)滿意度的前因變量歸納為感知質(zhì)量、公眾期望、感知價(jià)值,結(jié)合電子政務(wù)公眾服務(wù)的特點(diǎn)引入滿意度的結(jié)果變量"公眾信任"和"政府形象",并提出研究假設(shè)和模型。采用問(wèn)卷調(diào)查法,以使用過(guò)電子政務(wù)網(wǎng)站的中青年人群為樣本進(jìn)行實(shí)證研究。研究結(jié)果顯示:公眾期望與感知質(zhì)量、感知價(jià)值具有顯著的正向關(guān)系;感知質(zhì)量與感知價(jià)值、公眾滿意存在顯著的正向相關(guān)關(guān)系;公眾滿意對(duì)政府形象、公眾信任的影響顯著。最后,結(jié)合分析結(jié)果提出電子政務(wù)信息服務(wù)功能、過(guò)程設(shè)計(jì)和管理的對(duì)策建議,對(duì)政府提高網(wǎng)站信息服務(wù)質(zhì)量和公眾信任具有參考價(jià)值。
[Abstract]:From the perspective of perceived quality, this paper studies the satisfaction of the public to the information service quality of e-government. First of all, according to the relevant literature, the antecedent variables that affect the satisfaction of e-government information service are summarized as perceived quality, public expectation, perceived value. Combined with the characteristics of e-government public service, the result variables of satisfaction "public trust" and "government image" are introduced, and the research hypotheses and models are put forward. An empirical study was carried out on young and middle-aged people who had used e-government websites. The results show that: public expectations and perceived quality, perceived value has a significant positive relationship; perceived quality and perceived value, public satisfaction has a significant positive correlation; public satisfaction has a significant impact on the image of the government, public trust. Finally, based on the analysis results, the paper puts forward the countermeasures and suggestions of E-government information service function, process design and management, which has reference value for the government to improve the quality of website information service and public trust.
【作者單位】： 成都理工大學(xué)管理科學(xué)學(xué)院;
【基金】：四川省社會(huì)科學(xué)規(guī)劃項(xiàng)目“電子政務(wù)服務(wù)質(zhì)量診斷與優(yōu)化方法研究”(SC14B001) 四川省教育廳自然科學(xué)基金重點(diǎn)項(xiàng)目“電子政務(wù)服務(wù)平臺(tái)公眾感知質(zhì)量模型及業(yè)務(wù)流程優(yōu)化集成方法研究”(15ZA0081)
【分類號(hào)】：D63
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本文編號(hào)：1972672