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政府网站的公众满意度研究——以广州市某政府网站为例
Abstract
E-government is an activity aiming at management and service. By means of
e-government, the authorities can delivery information promptly, and provide public service
more efficiently as well as ensure the justice and fairness of public services, so as to improve
public service and upgrade image of government. Government websites are the main carrier of
this kind of activity, facing different kinds of subjects in society??citizens, enterprises and
government itself. In China, government websites are increasing their service level mainly in
quantities. To improve service standard in quality, we should feasibly fulfill the goal of
“user-centered” in the development of e-governmentTherefore, bringing in related theories like customer satisfaction, this paper has
emphasized on the factors analysis of citizen satisfaction towards government websites, after
the research of the characteristics of e-government and its user; then based on interviews and
questionnaire pre-survey, this paper has built a citizen satisfaction index; finally, the index has
been revised by data analysis, meanwhile, the relationship between satisfaction and its
influencing factors, demographic variables and satisfaction have been studied in order to
investigate effective ways of advancing e-governmentKey words: E-government; Government Website; Citizen Satisfaction; Index System II 目 录
中文摘要…………………………………………………………………………………………………… Ⅰ
英文摘要……………………………………………………………………………………………………Ⅱ
目录………………………………………………………………………………………………………… Ⅲ
索引…………………………………………………………………………………………………………Ⅴ
1 绪论………………………………………………………………………………………………………(1)
1.1 研究背景与意义 ………………………………………………………………………………………(1)
1.2 文献综述 ………………………………………………………………………………………………(3)
1.3 研究内容………………………………………………………………………………………………(11)
2 研究构想 ………………………………………………………………………………………………(12)
2.1 研究对象………………………………………………………………………………………………(12)
2.2 研究方法………………………………………………………………………………………………(12)
2.3 研究流程………………………………………
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