国家电子政务绩效与公民满意度:欧洲国家的多层分析

National e-government performance and citizen satisfaction:a multilevel analysis across European countries

公民是否对排名靠前的电子政务更感满意?在本文中,我们实证检验了供给侧的电子政务客观绩效与需求侧的公民感知之间的关系。对32个欧洲国家28000多个受访者进行的多层模型分析显示,排名靠前的电子政务受到公民的热烈欢迎,这表明在一定程度上电子政务的供需双方是一致的。具体而言,在电子服务与电子参与方面,电子政务绩效-满意度相关性比在电子信息方面的更为显著。结果还显示,公民对电子政务的感知收益主要来自使用线上服务。虽然电子政务排名是对公民满意度的合理预测,但在用于电子政务政策时仍需注意。

Are citizens more satisfied with e-government ranked higher in league tables? In this article,we empirically examine the relationship between objective e-government performance on the supply side and the perceptions of citizens on the demand side.A multilevel analysis of over 28,000 respondents across 32 European countries reveals that highly ranked e-government is warmly welcomed by citizens,suggesting that the supply and demand sides of e-government are,in part, consistent Specifically,the e-government performance-satisfaction correlations in e-service and e-participation are more prominent than that of e-information.The results also show that citizens’ perceived e-government benefits are mainly from using online services.While e-government rankings are reasonably predictive of citizen satisfaction,they should be referred to with caveats in e-government policies.