【摘要】：在中國的經(jīng)濟(jì)和社會(huì)發(fā)展中,電子政務(wù)系統(tǒng)起著非常關(guān)鍵的作用,并且已經(jīng)逐漸成為中國政府向企業(yè)、組織和個(gè)人提供公共服務(wù)的重要途徑和平臺(tái)。我國電子政務(wù)系統(tǒng)得到了快速的進(jìn)步,但是還存在著很多不足,比如資源過度消耗、用戶滿意度較低以及信息孤島問題等。電子政務(wù)系統(tǒng)的用戶滿意度發(fā)展路徑研究,可以為我國政府電子政務(wù)進(jìn)步和發(fā)展,提供全面的理論分析方法和實(shí)際應(yīng)用框架,從而有效地促進(jìn)我國電子政務(wù)系統(tǒng)的長足發(fā)展。本文系統(tǒng)地對(duì)電子政務(wù)系統(tǒng)的用戶滿意度發(fā)展路徑進(jìn)行研究,通過對(duì)電子政務(wù)系統(tǒng)全面的分析,包括系統(tǒng)用戶和系統(tǒng)本身,提出電子政務(wù)系統(tǒng)發(fā)展的生態(tài)體系；接著,基于結(jié)構(gòu)方程分析電子政務(wù)生態(tài)系統(tǒng)用戶影響因素,包括指標(biāo)及問卷設(shè)計(jì)、問卷檢驗(yàn)和路徑分析；運(yùn)用系統(tǒng)動(dòng)力學(xué)等相關(guān)理論,從用戶滿意視角,對(duì)電子政務(wù)系統(tǒng)本身的演化方式、途徑和過程等進(jìn)行分析；同時(shí),本文針對(duì)電子政務(wù)生態(tài)系統(tǒng)用戶滿意度發(fā)展,設(shè)計(jì)出一套評(píng)價(jià)方法,最終得到電子政務(wù)生態(tài)系統(tǒng)用戶滿意度發(fā)展路徑。本文的研究內(nèi)容具體包括以下方面：(1)理論研究方面。在相關(guān)理論研究的基礎(chǔ)上,構(gòu)建電子政務(wù)系統(tǒng)演化的整體理論模型,包括微觀方面、中觀方面和宏觀方面的理論分析框架,基于對(duì)于電子政務(wù)系統(tǒng)微觀方面、中觀方面和宏觀方面機(jī)理的有效分析,同時(shí)將此三方面的演化機(jī)理進(jìn)行有效地結(jié)合,提出電子政務(wù)系統(tǒng)多層嵌套的用戶滿意演化機(jī)理。(2)實(shí)踐指導(dǎo)方面。運(yùn)用生態(tài)系統(tǒng)、協(xié)同演化等相關(guān)理論對(duì)電子政務(wù)系統(tǒng)用戶滿意演化的方式、途徑和過程等進(jìn)行深入分析,并通過對(duì)電子政務(wù)系統(tǒng)用戶滿意演化機(jī)理的實(shí)證和仿真研究進(jìn)行驗(yàn)證,有助于在電子政務(wù)系統(tǒng)發(fā)展過程中,能夠積極應(yīng)對(duì)技術(shù)進(jìn)步等發(fā)展帶來的挑戰(zhàn)與機(jī)遇,同時(shí)豐富了用戶滿意演化理論在電子政務(wù)系統(tǒng)領(lǐng)域的應(yīng)用研究。(3)發(fā)展建議。基于以上研究,本文提出了有利于電子政務(wù)系統(tǒng)用戶滿意發(fā)展的三種資源整合模式,包括基于用戶對(duì)象和服務(wù)主題的資源整合,依據(jù)業(yè)務(wù)流程的資源整合以及基于政府網(wǎng)站的資源整合。本論文的預(yù)期創(chuàng)新點(diǎn)包括：(1)電子政務(wù)系統(tǒng)分析。從用戶滿意的視角出發(fā),研究電子政務(wù)系統(tǒng)的用戶滿意度發(fā)展路徑。在電子政務(wù)系統(tǒng)理論、信息生態(tài)學(xué)、協(xié)同演化等相關(guān)理論研究的基礎(chǔ)上,運(yùn)用類比研究方法,以信息生態(tài)系統(tǒng)的特征為對(duì)象,深入剖析電子政務(wù)系統(tǒng)的特點(diǎn),界定電子政務(wù)系統(tǒng)的理論內(nèi)涵,并系統(tǒng)全面地探討了電子政務(wù)系統(tǒng)的特征、構(gòu)成要素、互動(dòng)關(guān)系,其構(gòu)建了電子政務(wù)系統(tǒng)用戶滿意度發(fā)展路徑的理論體系。在此基礎(chǔ)上,結(jié)合用戶需求,對(duì)細(xì)分用戶進(jìn)行了量化分析,為電子政務(wù)系統(tǒng)的建設(shè)提供了宏觀指導(dǎo)。(2)電子政務(wù)系統(tǒng)用戶模型及影響因素分析。從用戶滿意度的視角出發(fā),在電子政務(wù)系統(tǒng)用戶行為分析的基礎(chǔ)上,進(jìn)一步對(duì)用戶需求進(jìn)行剖析,深入研究了不同用戶群體的個(gè)性化需求；并且選取政務(wù)微博為研究對(duì)象,對(duì)用戶滿意度的影響因素如受眾情況、原創(chuàng)內(nèi)容質(zhì)量、圖文視頻價(jià)值、評(píng)論情況、轉(zhuǎn)發(fā)情況、話題情況以及政府形象等進(jìn)行了探討,并應(yīng)用結(jié)構(gòu)方程模型進(jìn)行了實(shí)證研究,為我國電子政務(wù)的長久發(fā)展提供了可借鑒的科學(xué)依據(jù)。(3)電子政務(wù)系統(tǒng)模型及影響因素分析。在用戶模型及影響因素研究的基礎(chǔ)上,從用戶滿意度的視角出發(fā),結(jié)合電子政務(wù)系統(tǒng)主體行為和環(huán)境的分析,對(duì)影響用戶滿意度整體的因素包括咨詢反饋通路數(shù)、內(nèi)容時(shí)效性、咨詢反饋周期、內(nèi)容更新頻率、技術(shù)更新率和系統(tǒng)二次開發(fā)率進(jìn)行了量化分析,并且構(gòu)建了電子政務(wù)系統(tǒng)用戶滿意度發(fā)展的系統(tǒng)動(dòng)力學(xué)模型,應(yīng)用Anylogic仿真平臺(tái),搭建電子政務(wù)系統(tǒng)用戶滿意的SD模型并進(jìn)行了實(shí)證研究,為政府建立協(xié)同發(fā)展的電子政務(wù)系統(tǒng),提供了豐富的理論基礎(chǔ)。(4)用戶滿意度效果評(píng)價(jià)及用戶滿意度發(fā)展路徑。在以上研究的基礎(chǔ)上,從用戶滿意度的視角出發(fā),選取政務(wù)微博為研究對(duì)象,基于政務(wù)微博的實(shí)際應(yīng)用情況和問卷調(diào)查,以AISAS模型為基礎(chǔ),建立政務(wù)微博信息公開短期效果評(píng)估模型,從微觀角度得到一種衡量信息公開短期效果的測(cè)量方案。評(píng)估模型提供的反饋結(jié)果可有效的指導(dǎo)電子政務(wù)系統(tǒng)用戶滿意度發(fā)展,為提升用戶滿意度奠定理論基礎(chǔ)�；谝陨戏治�,最終得出電子政務(wù)系統(tǒng)用戶滿意度發(fā)展的一般路徑,即系統(tǒng)主體分析—用戶模型及影響因素分析—電子政務(wù)系統(tǒng)模型及影響因素分析—用戶滿意度發(fā)展評(píng)價(jià),為我國電子政務(wù)系統(tǒng)發(fā)展提供了具有實(shí)際應(yīng)用能力的指導(dǎo)依據(jù)。
[Abstract]:In the economic and social development of China, the e-government system plays a very important role, and has gradually become an important way and platform for the government to provide public services to enterprises, organizations and individuals. The e-government system in China has made rapid progress, but there are still many shortcomings, such as excessive consumption of resources, and users. The research on the development path of user satisfaction of e-government system can provide a comprehensive theoretical analysis method and practical application framework for the progress and development of E-government in our government, and thus effectively promote the rapid development of the e-government system in China. This paper systematically discusses the electronic government system. The development path of the user satisfaction is studied. Through the comprehensive analysis of the e-government system, including the system users and the system itself, the ecological system of e-government system development is proposed. Then, based on the structural equation, the influence factors of the users of e-government ecosystem are analyzed, including the index and questionnaire design, the questionnaire inspection and the path analysis. By using system dynamics and other related theories, this paper analyzes the evolution mode, way and process of e-government system itself from the perspective of user satisfaction. At the same time, this paper designs a set of evaluation methods for the user satisfaction development of e-government ecosystem, and finally obtains the path of user satisfaction development of e-government ecosystem. The research contents of this paper include the following aspects: (1) theoretical research. On the basis of relevant theoretical research, the overall theoretical model of the evolution of e-government system is constructed, including the micro aspect, the middle and macro aspects of the theoretical analysis framework, based on the micro aspects, meso and macro aspects of the electronic administrative system. The effective analysis of the three aspects of the evolution mechanism is effectively combined, and the multi-layer nested user satisfaction evolution mechanism of the e-government system is proposed. (2) practical guidance, using the ecological system, co evolution and other related theories to analyze the methods, ways and processes of the satisfactory evolution of the e-government system users. The empirical and Simulation Research on the user satisfaction evolution mechanism of the e-government system is verified. It is helpful to meet the challenges and opportunities in the development of e-government system, and enrich the application research of user satisfaction evolution theory in the field of e-government system. (3) based on the development proposal. Above research, this paper puts forward three kinds of resource integration models which are beneficial to the development of e-government system users, including resource integration based on user objects and service topics, resource integration based on business processes and resource integration based on government websites. The expected innovation points of this paper include: (1) the analysis of e-government system. On the basis of the theory of e-government system, information ecology, co evolution and other related theories, the characteristics of the information ecosystem are used to analyze the characteristics of the e-government system and to define the e-government system. The connotation of the theory, and the systematic and comprehensive discussion of the characteristics, elements and interactive relations of the e-government system, which constructs the theoretical system of the development path of the user satisfaction of the e-government system. On this basis, the quantitative analysis of the subdivided users is carried out in combination with the user needs, and the macro guidance for the construction of the e-government system is provided. (2) From the perspective of user satisfaction, on the basis of the user behavior analysis of the e-government system, this paper further analyzes the user needs and studies the personalized needs of different user groups, and selects the government micro-blog as the research object and the influence of the user satisfaction. Such as the audience, the quality of original content, the value of graphic video, the review situation, the forwarding situation, the topic and the image of the government, and the application of the structural equation model to carry out an empirical study for the long-term development of the E-government in China. (3) the model of e-government system and the analysis of the influence factors On the basis of user model and influencing factors, from the perspective of user satisfaction and the analysis of the main behavior and environment of e-government system, the factors affecting the overall user satisfaction include the number of feedback channels, the timeliness of content, the cycle of consultation and feedback, the frequency of content updating, the rate of technology renewal and the two development rate of the system. The quantitative analysis is carried out, and the system dynamics model of the user satisfaction development of the e-government system is constructed. The Anylogic simulation platform is used to build the SD model of the user satisfaction of the e-government system and carry out an empirical study. It provides a rich theoretical basis for the government to establish the coordinated development of the e-government system. (4) the user satisfaction. On the basis of the above research, on the basis of the above research, from the perspective of user satisfaction, we select government micro-blog as the research object, based on the actual application and questionnaire survey of government micro-blog, based on the AISAS model, establish the short-term effect evaluation model of government government micro-blog information public short term, and get a microcosmic perspective. The feedback results provided by the evaluation model can effectively guide the user satisfaction development of the e-government system and lay a theoretical foundation for the improvement of the user satisfaction. Based on the above analysis, the general path of the user satisfaction of the e-government system is finally obtained, that is, the analysis of the users of the system - the user. The model and influencing factor analysis - the model of e-government system and the analysis of influence factors - the evaluation of the development of user satisfaction, provide the guidance for the development of the e-government system in China.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2016
【分類號(hào)】：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(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(hào)：2137914