电子政务顾客满意度指数模型实证研究被引量：21

An Empirical Study on E-government Customer Satisfaction Index Model

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摘要将顾客满意度引入到电子政务门户网站的测评中。文章首先分析了电子政务公共服务与传统政务公共服务以及电子商务服务相区别的质量特性,并定义了电子政务顾客满意度和电子政务顾客;然后基于计划行为理论、科技接受模型和自服务技术建立了电子政务顾客满意度指数模型,并运用结构方程模型(SEM)估计技术中的偏最小二乘(PLS)路径分析方法对测评模型进行了检验和参数求解;最后通过实证研究表明本文所建立的电子政务顾客满意度指数模型拟合度较高,并得到了各变量之间的相关系数。 In this paper,customer satisfaction evaluation is introduced into the measurement of e-government portal. Firstly, the characteristics of the e-government public service are analyzed Compared to traditional government service and e-business service. Secondly,the concepts of e-government customer satisfaction and e-government customer are defined. Thirdly, based on the Theory of Planned Behavior （TPB）. Technology Acceptance Model （TAM） and Self Service Technology （SST）, a customer satisfaction index model of e-government is described. The measurement model is tested and parameters are estimated by means of structural equation modeling with partial least square method. Finally, the experimental research indicates the proposed evaluation model of e-government customer satisfaction has higher goodness of fit, and the coefficients between variables are also estimated.

作者刘燕陈英武

机构地区国防科技大学信息系统与管理学院

出处《系统工程》 CSCD 北大核心 2006年第5期50-56,共7页 Systems Engineering

关键词电子政务顾客满意 PLS路径分析计划行为理论科技接受模型自服务技术 E-Government Customer Satisfaction SEM PLS Path Analysis TPB TAM SST

分类号 C931 [经济管理—管理学]

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参考文献22

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