智能化政务服务能提升公众满意度吗?——基于海南的调研

Can Intelligent Government Services Improve Public Satisfaction?——A Study Based on Hainan

大数据和人工智能的出现为政府治理提供了技术手段,为提供更加高效便捷的线上政务服务,政府借助智能技术对政务服务平台展开了智能化的探索。充分了解公众对政务服务的实际需求,是提高公众对政务服务平台满意度的重要内容,也为推动政务服务平台智能化建设提供重要参考。基于262份调查问卷,以IS模型和TAM模型为理论框架,利用SPSS和AMOS等软件分析了海南省政务服务平台信息质量、系统质量和服务质量对用户满意和持续使用行为的影响。研究发现,在政务服务平台使用与公众满意度中,政务服务平台的信息质量、系统质量和服务质量对公众满意度均具有显著正向影响。其中服务质量对公众满意度的影响最大,因此要积极推广智能化政务服务平台,建立智能化政务服务平台标准化提升服务质量;同时要着力区域协同共享,打通数据共享渠道优化系统质量;还要从内在体制和外部环境两方面入手,提升信息的有用性和精确性保证信息质量。

The emergence of big data and artificial intelligence provides technical means for government governance,and in order to provide more efficient and convenient online government services,the government has launched an intelligent exploration of the government service platform with the help of intelligent technology.Fully understanding the public’s actual demand for government services is an important part of improving public satisfaction with government service platforms,and also provides an important reference for promoting the intelligent construction of government service platforms.Based on 262 questionnaires,using the IS model and TAM model as the theoretical framework,the impact of information quality,system quality and service quality of the government service platform in Hainan Province on user satisfaction and continuous use behavior was analyzed using software such as SPSS and AMOS.It was found that in the use of government service platform and public satisfaction,the information quality,system quality and service quality of government service platform have a significant positive effect on public satisfaction.Among them,service quality has the greatest impact on public satisfaction,so it is necessary to actively promote intelligent government service platforms and establish the standardization of intelligent government service platforms to improve service quality;at the same time,it is necessary to focus on regional cooperation and sharing,and optimize system quality by opening up the channels of data sharing;and it is also necessary to start from both the internal system and the external environment to improve the usefulness and accuracy of the information to ensure the quality of the information.