政府门户网站服务质量评价指标体系构建及应用分析-construction and application analysis of service quality evaluation index system for government portal websites.docxVIP

II II Abstract With the development of information technology, the construction of E-government of China is advancing with the time. The government networks portal is an important part of e-government. As the public service window of the government to the community and the link between the government and the society, the government networks portal is playing an active role to the government and the society. In fact, the construction of Chinas current government networks portal also exists some problems, such as its information service is not so comprehensive, its information releasing is not so timely, its website function is not so practical, its column setting is not scientific, its site visiting rate is low. The main cause of these problems is that the government did not design the government networks portal from the public perspective. Therefore, in the construction of service-oriented government, service quality evaluation of government networks portal from the public perspective, makes for discovering the problems in the construction of government networks portal and solving them. This thesis starts from the theoretical point of view, analyzes on the necessity of constructing the service quality evaluation index system of government networks portal. Secondly, from the practical point of view, finds out the shortcomings of the current service quality evaluation index system to the government networks portal. Thirdly through the previous research on SERVQUAL model, analysis of its adaptability to the government networks portal, in order to build a suitable evaluation index system based on the SERVQUAL model. At last, by choosing the X City government networks portal as the evaluation object, introducing the application of evaluation index system, using questionnaire method, collecting the data of its service quality, discovers the problems of the X citys government networks portal, and finds the good way to enhance the quality service of the government, also pro