电子政务、市民特征与用户信息行为——基于天津市市民调查的实证研究

E-Government, Characteristics of Urban Residents, and Users' Information Behaviour——An Empirical Analysis Based on a Survey of Urban Residents in Tianjin

电子政务如何更好地满足不同用户的需求,业已成为当前中国电子政务研究的重点方向。在理论上,本研究首先将中国电子政务的所有服务分为三大类:"电子学习""电子行政"和"电子参与",然后对用户的性别、年龄、教育背景、职业等个人特征与其信息行为偏好之间的相关关系提出了一系列理论假设;在实证上,于2006年进行了针对天津市城市居民政府网站使用情况的问卷调查,对中国电子政务的用户特征及其信息行为偏好之间一系列理论假设进行了检验。实证研究表明,用户对政府网站服务功能的选择性使用所呈现的差异,是由用户身份特征的差异性和政府网站建设的局限性两个方面决定的。根据研究结论,提出了一系列提高政府网站的使用率、减少网络用户为获得政府信息和服务所需的时间和精力的投入、提高登录政府网站用户的满意度等方面的政策建议。

How to make E-government satisfy users' need has been an important direction in the field of E-government research. Theoretically, this article first classifies out three types of e-government services in China: E-Study, E-Administration, and E-Participation. Then, this paper analyzes the relationships between all types of users' information behaviour preferences and their characteristics such as gender, age, educational background, career and so on. According to the data from a questionnaire survey in 2006 on the utilization of E-government of Tianjin urban residents, this paper empirically testifies theoretical hypotheses on the relationships between the characteristics of urban residents and the users' information behaviour preferences. Empirical findings show that the variations of personal characteristics of the users and the limitation of establishment of E-government are the two reasons for the users' information behaviour preferences. Accordingly, this article proposes some policy strategies for E-government in terms of improving the utilization rate of E-government, reducing the time and energy invested for accessing government information and services, and increasing the satisfaction of E-government users.