电子公共服务公众满意度测评模型及实证研究

The Empirical Study on Assessment of Public Satisfaction towards E-public Service

电子公共服务足信息社会中政府向公众传递公共服务的核心模式。公众是电子公共服务的接受者，应该成为电子公共服务的评价主体。公众满意度已成为当前电子政务绩效评价的重要指标之一。本文在对电子公共服务公众满意度内涵进行分析的基础上，结合美国顾客满意度模型ACSI，提出了电子公共服务公众满意度的概念模型，并采用结构方程模型方法，从政府网站、政府服务等方面人手，给出了慨念模型中各个潜在变量的观测变埴，设计了相应的调查方案收集数据，利用实证数据对模型进行验证研究，得到了电子公共服务公众满意度路径图，最后对实证结果进行分析和讨论。

E-public service is a core model for government tu deliver its service to citizen. As the acceptor of E-public service, citizen shuuld be the evaluating principal part of it. Citizen Satisfaction has been an important index tu evaluate E- government. By analyzing connotation of the satisfaction of citizen to E-public service and ASCI, a conceptual model of satisfaction of citizen to E-public service is given. The observed variables of each latent variable of the model was illustrated from government website, government service and etc.. The hypotheses in the model were tested on the basis of the samples. The factors which influence citizen＇s satisfaction to E-public service were found, and the results have been illustrated in the end of the article.