ECM-IS视角下移动政务APP用户持续使用意愿影响因素研究

Research on Influencing Factors of Mobile Government APP Users’ Continuous Use Intention Based on Extended ECM-IS Model

随着"互联网+"时代的到来,移动政务APP快速发展,但也存在功能单一、满意度不高、用户持续使用意愿较低的问题,要促使其健康发展,必须重视用户的使用体验和使用意愿。本研究以ECM-IS模型理论为基础,构建了移动政务APP用户持续使用意愿影响因素模型,据此设计调查问卷并进行实证研究。研究结果显示,移动政务APP的系统质量是满足用户期望的重要因素,而用户感知对于提升用户的满意度以及促使持续使用具有重要的意义,其中,感知便利性和感知有用性的积极作用尤为明显。最后,从促使用户持续使用的角度,提出了完善移动政务APP系统功能、突出实用优势,兼顾趣味功能,以及重视用户感知、强调人文关怀等对策和建议。

With the"Internet +",mobile government app has developed rapidly,but there are many problems such as single function,low satisfaction,and low user’s intention to continue to use. To promote its healthy development,we must pay attention to the user experience and willingness to use. Based on the theory of ECM-IS model,this paper constructs a model of influencing factors of mobile government app users to continue use. A questionnaire is designed and an empirical study is carried out. The research results show that the system quality is an important factor to meet users’ expectations,and users’ perception plays an important role in improving users’ satisfaction and promoting continuous use,especially the positive role of perceived convenience and perceived usefulness. Finally,from the perspective of promoting the continuous use,this paper puts forward some countermeasures and suggestions,such as improving the system function of mobile government app,highlighting practical advantages,taking into account the interesting function,paying attention to user perception,and emphasizing humanistic care.