基于用户视角的政府网站质量测评实证分析-empirical analysis on quality evaluation of government websites based on user perspective.docxVIP

AbstractAsthefastdevelopmentofe-government,thetransitionsofservicematurityphasesposecontinuouschallengestoserviceprovidersinassessingthee-servicequalityofweb-basedservicesusedingovernment.Mostoftheprojectsarestillfarbelowtheexpectionofcitizens,althoughawell-structuredplanone-governmentwasmadeinChina.Improvedservicequalitybasedoncitizens’needandexpectioncanreducethegapbetweendesignandrealityandactaspositivetriggerforadoptionofe-government.Thisstudycanhelpgovernmentportaldevelopersgetaninsightintousers’needstoimprovethedesignandimplementionofonlineservices.Ane-servicequalitymodelfortheChinagovernmentportalswasdevelopedinthisstudy.Factorsinfluencingthee-servicequalityofgovernmentportalswereidentifiedthroughextensivereviewofresearchperformedbyacademicscholoarsandpractitioners.Sixconstructs,usefulnessofinformation,technologyadequacy,transactiontransparency,citizencentricity,securityandprivacy,responsivenesswassupposedinthefirst.Aquestionnairewasdesignedbasedonthereviewandinterviewswithpractitionersandusersofe-governmentapplications.Thequestionnairewasthenusedtoconductsurveyoffullyoperationalportals.Responseswereobtainedandquantitativeanalyseswereperformedonthedata.Fiveconstructs,usefulnessofinformation,technologyadequacy,transactiontransparency,citizencentricity,responsivenesswasidentifiedfromtheanalyses.Thenascalewasdevelopedandcanbeusedinevaluatingcitizens’perceivedqualityofe-services,whichcanbeusedtoassesstheservicequalityofgovernmentportals.Thisstudyisoriginalresearch,whichishelpfulforgovernmenttogetbetterunderstandingofcitizens’perceivedqualityofe-servicesandadoptionbehaviorwithintheframeworkofweb-basedenvironmentofgovernmentservices.Keywords:E-governmentGovernmentPortalsQualityScaleOnlineServiceCitizens’Demand目录摘要.............................................................................................................IAbstract........................................................................................................II1绪论1.1研究缘起......................