城市政府门户网站服务质量与内外部用户再使用意愿研究——以杭州市政府门户网站为例行政管理专业论文.docxVIP

浙江大学硕士学位论文 浙江大学硕士学位论文 城市政府门户网站服务质量与内外部用户再使用意愿研究 Abstract Government portal as the e-government service terminals，which is all important window that the government provides the public services to society,and it is the most important and most efficient platform for communication between citizens and the government．However,the government portal of our country is sill ilNdefined，which leads to low level of web services and utilization，so more and more research institutes and scholars began to pay attention to assessing the performance of government portal．Now the performance evaluation is primarily assumed by third parties based on the building performance．and the performance evaluation often focused on the technical indicators，and the research on government portal service quality evaluation from the perspective of the government portal users， especially from the perspective ofinternal users and external users is relatively rare． This study constructed a theoretical model based on the review of the theory of service quality、satisfaction、behavioral intention,and the empirical studies of information system service quality and related websites’service quality,and explored city govemment portal service quality evaluation dimensions from the perspective of internal and external users，and explored the relationship among the service quality dimensions、satisfaction and intention to re-use。 During the process of the empirical research，we have studied the Hangzhou government portals．With the assistance of the editorial sector of the government information center in Hangzhou，written questionnaires are issued to the civil servant and internal recycling；meanwhile，the network questionnaire in view of the public were recycled though the public mailbox of Hangzhou government portal (http：／／www．hmagzhou．gov．crgmain／wjdc／questionSurvey．html)，．Finally we utilized the SPSSl3．0 for statistical analysis，the main conclusions including below： (1)Service quality dimensions of