公众政务客户端的使用及影响因素探究基于北上广深四的调查.pdf

公众政务客户端的使用及影响因素探究 ——基于北上广深四市的调查 郑跃平 中国公共管理研究中心 中山大学政治与公共事务管理学院 zheng_yueping@126.com 赵金旭 中山大学政治与公共事务管理学院 公众政务客户端的使用及影响因素探究 ——基于北上广深四市的调查 摘要： 在移动互联网的帮助下，越来越多的政府部门通过移动平台来提供信息和服 务，带来了移动政务的崛起。但同时也存在一些问题，例如平台建设水平和下载 量低等。政务客户端是移动政务的重要载体和组成部分。移动政务的进一步发展 需要更好地了解公众对政务客户端的使用及影响因素。为此，本研究对北上广深 四个城市进行了1200 份电话问卷调查来了解公众对于移动客户端的使用及探索 使用现状及未来使用意愿的影响因素。研究发现，公众对政务客户端的使用率较 低，仅有不足一成的被调查者经常使用。同时，公众对政务客户端的需求以及对 新技术的接受度显著影响他们对于政务客户端的使用，而使用后的评价和反馈 （满意度以及便捷性认可度）会影响他们对政务客户端的未来使用意愿。 关键字：移动政务；政务客户端；公众使用；一线城市 Citizens’ Usage to Gov Mobile Apps and its Determinants: A Study to First-Tier Cities in China Abstract: Under help of mobile internet, governments at various levels have been increasingly adopting mobile platforms to provide information and deliver services, which results in the rise of mobile government. However, problems also exist, such as the platform construction is poor and government mobile apps download is low too. The further development of mobile government requires the well understanding of citizens’ use of mobile apps provided by government and the determinants. Thus, this study conducted 1200 phone call surveys to understand citizens’ usage and explore the factors influencing their current use and future use willingness. We found that, citizens’ current use to these apps is low and only ten percent of them often use them. Besides, citizens needs to these apps and their acceptance to new technologies significantly influence their current use. And, the usage feedback (satisfaction and convenience acceptance levels) impacts their willingness for future use. Keywords: Mobile Government; Gov Mobile Apps; Citizen Usage; First-Tier Cit