本文關(guān)鍵詞：基于卡諾模型的上海電子政務(wù)公眾滿意度研究　出處：《上海師范大學(xué)》2016年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 社會保障 電子政務(wù) 卡諾模型 公眾滿意度

【摘要】：當前,在政府職能轉(zhuǎn)變和服務(wù)型政府建設(shè)的背景下,電子政務(wù)作為政府管理的重要方式,它以信息技術(shù)作為基本工具,一方面為公眾提供便捷優(yōu)質(zhì)的政府服務(wù)和公眾參政議政的有效渠道,另一方面,也為政府管理提供了更高效方便的服務(wù)渠道和決策依據(jù)。電子政務(wù)已成為提升政府公共服務(wù)水平的有效途徑,同時,電子政務(wù)公共服務(wù)質(zhì)量也直接影響到政府公共服務(wù)的效果和效益。電子政務(wù)的核心任務(wù)是服務(wù)公眾,因此政府應(yīng)通過科學(xué)準確的方法獲取公眾對電子政務(wù)的各類需求,將公眾作為“顧客”,滿足其需求,提升其獲取政府服務(wù)的滿意度。為此,本文引入卡諾模型,以互聯(lián)網(wǎng)新形勢下的上海社會保障電子政務(wù)為例展開研究,調(diào)研分析上海市電子社保的公眾需求與滿意度,希望做到以點及面,探究基于服務(wù)型政府背景下,對電子政務(wù)的公眾滿意度要素進行分析,并制定相關(guān)的滿意度提升策略,完善服務(wù)型政府建設(shè)。本文的主要研究內(nèi)容如下:(1)對電子政務(wù)、公眾滿意度、卡諾模型相關(guān)概念和理論進行了闡述;分析了服務(wù)型政府和公眾滿意度的構(gòu)成指標,介紹了卡諾模型及其在社會研究領(lǐng)域的應(yīng)用。(2)以上海社會保障電子政務(wù)公眾滿意度的現(xiàn)狀調(diào)研為基礎(chǔ),分析指出了當前電子政務(wù)存在的突出問題,提出了以強化政府公共服務(wù)理念為指導(dǎo)、服務(wù)型政府理論視角下的上海電子政務(wù)的建設(shè)目標。(3)針對電子政務(wù)在上海市社保領(lǐng)域的發(fā)展建設(shè),設(shè)計調(diào)查問卷,并利用卡諾模型對上海市社保電子政務(wù)的公眾需求與滿意度進行分析。通過對調(diào)查結(jié)果的統(tǒng)計分析,對社保電子政務(wù)的需求要素以及電子社保所面向的公眾群體進行了分類,為后續(xù)公眾滿意度提升的策略制定提供了有利依據(jù)。(4)通過分析影響公眾對上海社保電子政務(wù)的需求要素,制定相關(guān)的滿意度提升策略;從重視基本質(zhì)量要素、堅持期望質(zhì)量要素和改善魅力質(zhì)量要素三個方面具體分析,為滿意度提升策略的制定提供了理論依據(jù)。
[Abstract]:At present, under the background of the transformation of government functions and the construction of service-oriented government, e-government as an important way of government management, it takes information technology as the basic tool. On the one hand to provide the public with convenient and high-quality government services and public participation in the effective channels of government on the other hand. It also provides a more efficient and convenient service channel and decision-making basis for government management. E-government has become an effective way to improve the level of government public service. E-government public service quality also directly affects the effectiveness and effectiveness of government public services. The core task of e-government is to serve the public. Therefore, the government should obtain all kinds of public needs for e-government through scientific and accurate methods, regard the public as "customers", meet their needs, and enhance their satisfaction in obtaining government services. This paper introduces Carnot model, taking Shanghai social security e-government under the new situation of the Internet as an example to investigate and analyze the public demand and satisfaction of Shanghai e-social security. Based on the background of service-oriented government, this paper analyzes the factors of public satisfaction of e-government, and formulates the related strategies of promoting satisfaction. The main research contents of this paper are as follows: 1) the related concepts and theories of e-government, public satisfaction and Carnot model are expounded. This paper analyzes the components of service-oriented government and public satisfaction, introduces the Carnot model and its application in the field of social research, based on the survey of the status quo of public satisfaction in Shanghai social security e-government. This paper analyzes and points out the outstanding problems existing in the current e-government, and puts forward the guidance of strengthening the concept of public service of the government. The construction target of Shanghai E-government from the perspective of service-oriented government theory.) aiming at the development and construction of e-government in the field of social security in Shanghai, the questionnaire is designed. And using Carnot model to analyze the public demand and satisfaction of social security e-government in Shanghai. Through the statistical analysis of the results of the survey. This paper classifies the demand factors of social security e-government and the public groups that the electronic social security aims at. It provides a favorable basis for the subsequent promotion of public satisfaction. 4) through the analysis of the factors that affect the public demand for Shanghai social security e-government, we formulate the related satisfaction promotion strategy; From three aspects: paying attention to the basic quality factors, insisting on the expected quality factors and improving the charismatic quality elements, this paper provides a theoretical basis for the formulation of the satisfaction promotion strategy.
【學(xué)位授予單位】：上海師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：D63

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1 王守杰;加快發(fā)展河北省的電子政務(wù)[J];經(jīng)濟論壇;2001年16期

2 ;電子政務(wù)的內(nèi)涵[J];w攣胖蕓，

本文編號：1426542