本文關(guān)鍵詞：新興媒體條件下電子政務(wù)滿意度評價(jià)研究　出處：《哈爾濱工業(yè)大學(xué)》2016年博士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 電子政務(wù) 滿意度 新興媒體 Kano模型 RBF-PLS方法

【摘要】：電子政務(wù)是實(shí)體政務(wù)在互聯(lián)網(wǎng)上展現(xiàn)出來的全新形式,它是行政事務(wù)管理活動(dòng)融合了信息技術(shù)、網(wǎng)絡(luò)技術(shù)之后的全新嘗試。電子政務(wù)的出現(xiàn),也從很大程度上體現(xiàn)出國家實(shí)施政府治理的決心,即通過電子信息技術(shù)的全新手段,為廣大公眾提供優(yōu)質(zhì)、方便、快捷的行政服務(wù)。電子政務(wù)的核心原則就是“以公眾為中心”,這徹底改變了傳統(tǒng)政務(wù)中公眾的地位,是政府服務(wù)形式適應(yīng)公眾需求的必然變革。我國電子政務(wù)工作開展較晚,要吸引更多用戶選擇電子政務(wù)模式,就要提升用戶心目中的電子政務(wù)滿意度。因此,本文的目的在于構(gòu)建新興媒體條件下電子政務(wù)滿意度的評價(jià)體系和方法,進(jìn)而發(fā)現(xiàn)影響我國電子政務(wù)滿意度的因素,給出提升我國電子政務(wù)工作水平的對策和措施。本文開展的主要工作如下:第一,對新興媒體條件下的電子政務(wù)滿意度評價(jià)基本理論框架進(jìn)行了研究。首先,界定了電子政務(wù)的概念,理清了電子政務(wù)的主體客體,分析了電子政務(wù)的經(jīng)濟(jì)學(xué)特征和結(jié)構(gòu)性特征。其次,分析了滿意度的心理學(xué)基礎(chǔ),確定了滿意度評價(jià)模型是滿意度評價(jià)科學(xué)性的關(guān)鍵所在。最后,提出了新興媒體條件下電子政務(wù)滿意度的基本理論框架。第二,在Customer Satisfaction Index模型(簡稱CSI模型)的啟發(fā)下,構(gòu)建了三維立體分層多指標(biāo)電子政務(wù)滿意度評價(jià)模型,并從“服務(wù)-滿意度平面”和“技術(shù)-滿意度平面”進(jìn)行了細(xì)化指標(biāo)設(shè)計(jì)。從新興媒體角度出發(fā),對三維立體分層多指標(biāo)電子政務(wù)滿意度評價(jià)模型進(jìn)行了修正,并給出了新興媒體因素對服務(wù)和技術(shù)兩個(gè)維度的指標(biāo)影響。第三,基于新興媒體因素修正的電子政務(wù)滿意度評價(jià)指標(biāo)體系,對Government to Citizen型(簡稱G2C型)電子政務(wù)滿意度評價(jià)問題展開了研究。構(gòu)建了新興媒體條件下G2C型電子政務(wù)滿意度評價(jià)指標(biāo)的關(guān)聯(lián)模型,并設(shè)計(jì)了PLS(偏最小二乘法)結(jié)合RBF(徑向基神經(jīng)網(wǎng)絡(luò))的求解流程。分別從服務(wù)維度和技術(shù)維度展開了實(shí)證分析,得到了底層指標(biāo)、中間層指標(biāo)對于頂層指標(biāo)的影響程度,獲得了新興媒體條件下G2C型電子政務(wù)的滿意度評價(jià)結(jié)果。第四,基于新興媒體因素修正的電子政務(wù)滿意度評價(jià)指標(biāo)體系,對Government to Business型(簡稱G2B型)電子政務(wù)滿意度評價(jià)問題展開了研究。從Kano滿意度評價(jià)理論出發(fā),構(gòu)建了一個(gè)基于Kano模型的G2B型電子政務(wù)滿意度評價(jià)框架。通過Kano類型判斷,區(qū)別處理線性和非線性評價(jià)的求解流程,分別從服務(wù)維度和技術(shù)維度展開了實(shí)證分析,得到了底層指標(biāo)、中間層指標(biāo)對于頂層指標(biāo)的重要程度,從而得到新興媒體條件下G2B型電子政務(wù)的滿意度評價(jià)結(jié)果。第五,分別從服務(wù)維度和技術(shù)維度提出了提升電子政務(wù)滿意度的對策建議,包括:進(jìn)一步簡化處理流程、進(jìn)一步提升響應(yīng)速度、拓寬在線服務(wù)范圍、完善手機(jī)終端使用功能、豐富互動(dòng)功能、增強(qiáng)政務(wù)系統(tǒng)安全性等內(nèi)容。
[Abstract]:E-government is a new form of government entities in the Internet show, it is the administrative affairs, integration of the information technology, network technology. After the new attempt of e-government, but also reflects the implementation of national government determined to a large extent, namely, by means of new electronic information technology, for the general public high quality, convenient, efficient administrative services. The core principles of e-government is the "public centered", which completely changed the traditional government in the public place, is the inevitable change of government service form to adapt the public demand. The work of E-government in China started late, to choose the mode of e-government to attract more users, it is necessary to enhance the the E-government satisfaction of users in mind. Therefore, the purpose of this paper is to construct the evaluation system and method of e-government satisfaction under the condition of emerging media, then The factors affecting the satisfaction of E-government in China, countermeasures and measures of the level of China's e-government are given to improve. The main results are as follows: first, a basic theoretical framework of evaluation of e-government satisfaction under the condition of emerging media is studied. Firstly, defines the concept of e-government, clarify the main object of electronic analysis of the economic characteristics of e-government, e-government and structural characteristics. Secondly, analyzes the psychological basis of satisfaction, the satisfaction evaluation model is a key scientific satisfaction evaluation. Finally, puts forward the basic theoretical framework of e-government satisfaction under the condition of emerging media. In second, the Customer Satisfaction Index model (CSI model) inspired, constructed the three-dimensional hierarchical evaluation of e-government satisfaction model of multi index, and from the "service satisfaction level" and" Technology - satisfaction plane "detailed index design. Starting from the angle of new media, three-dimensional layered evaluation model of e-government satisfaction index was revised, and the index of emerging media factors on the two dimensions of service and technology were given. Third, the evaluation index system of e-government satisfaction factors based on the correction of new media. The Government to Citizen (G2C) evaluation problem of e-government satisfaction is studied. Construct the correlation model of evaluation index G2C of e-government satisfaction under the condition of emerging media, and design a PLS (partial least squares (RBF) combined with radial basis function neural network). The solving process separately from the service dimension and technology dimension the empirical analysis, obtained the influence degree of the bottom index, middle layer index for top index, the G2C type electronic government under the condition of emerging media Service satisfaction evaluation results. Fourth, the evaluation index system of e-government satisfaction correction factors based on new media, the Government to Business (G2B) evaluation problem of e-government satisfaction is studied. From the Kano satisfaction evaluation theory, construct an evaluation based on G2B e-government satisfaction Kano model through framework. Determine the type of Kano, difference solving process of linear and nonlinear evaluation processing, respectively from the service dimension and technology dimensions of empirical analysis, the underlying index, the importance of middle layer index for the top index, so as to obtain satisfaction evaluation results of G2B e-government under the condition of emerging media. Fifth respectively, countermeasures and suggestions to enhance electronic the government satisfaction is put forward from the service dimension and technology dimension include: to further simplify the processing procedures, to further enhance the response speed, extension The wide range of online service, improve the use of mobile terminal function, enrich the interactive function, enhance the security of the government system and other contents.

【學(xué)位授予單位】：哈爾濱工業(yè)大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2016
【分類號】：D63

【相似文獻(xiàn)】

相關(guān)期刊論文 前10條

1 王守杰;加快發(fā)展河北省的電子政務(wù)[J];經(jīng)濟(jì)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：1371290