政府网站服务生态系统评价——以文化和旅游部网站为例

Research on the evaluation of government website service ecosystem:A case of the website of the Ministry of Culture and Tourism

政府网站是连接政府与公众的重要渠道和数字政府建设的核心工具,其服务生态系统的可持续发展是打通信息壁垒、提升公众用户使用意愿的保障。文章立足信息生态系统理论,从网站和用户视角出发,基于DEWEM和UTAUT模型,尝试构建政府网站服务生态系统评价框架,使用系统动力学方法,以文化和旅游部网站为对象进行实证检验。研究得出:(1)根据信息生态系统理论构建的政府网站服务生态系统评价框架中,用户的使用感知和使用期望共同作用于使用满意度,进而影响用户持续使用意愿,最终决定政府网站服务生态系统可持续发展;(2)政府网站服务生态系统评价指标体系包括用户使用感知和用户使用期望两部分,其中,用户使用感知包括透明度、信息适宜性、服务便捷性、安全性和公众参与度5个评价维度的12个代表性指标;用户使用期望包括用户需求和社会影响2个评价维度的8个代表性指标;(3)对政府网站服务生态系统评价指标体系的有效性检验发现,自然人办件量与法人办件量两个单项指标对文化和旅游部网站服务生态系统的可持续发展影响最大;依申请公开数量、安全检测评估次数、征集调查期数等指标组合影响显著。建议文化和旅游部网站未来遵从协同发展思路,更加注重在线业务办理功能的建设开发,保障网站服务生态系统的可持续发展。

Government websites are an important channel connecting the government and the public and a core tool for digital government construction.The sustainable development of its service ecosystem is a guarantee for breaking through the information barriers and enhancing the public users’willingness to use.Based on the information ecosystem theory,this paper tries to construct a service ecosystem evaluation framework for government websites based on DEWEM and UTAUT models from the perspectives of websites and users,and uses the system dynamics approach to empirically test the website of the Ministry of Culture and Tourism.The paper concludes that:(1)In the government website service ecosystem evaluation framework constructed according to the information ecosystem theory,public users’perception and expectation of use jointly contribute to the satisfaction of use,which in turn affects the users’willingness to continue to use and ultimately determines the sustainable development of the government website service ecosystem;(2)The government website service ecosystem evaluation index system includes two parts:website usage perception and user expectation,of which,website usage perception includes 5 evaluation dimensions of transparency,appropriateness of information,convenience of service,security and public participation,and 12 representative indicators;and user expectation includes 2 evaluation dimensions,namely user demand and social impact,and 8 representative indicators;(3)The validity test of the government website service ecosystem evaluation index system finds that the two single indicators,namely,the number of natural person cases and the number of legal person cases,have the greatest impact on the sustainable development of the service ecosystem of tourism government websites;and the combination of the indicators such as the number of public disclosures in accordance with the application,the number of website security tests and evaluations,and the number of periods for soliciting surveys has a significant impact.It is recommended that tourism government websites follow the idea of synergistic development in the future,and pay more attention to the construction and development of online business processing functions,so as to ensure the sustainable development of the website service ecosystem.