公共部门电子服务质量评价研究

E-service Quality Evaluation in Public Sector

近年来电子政务的兴起和大力发展,使得电子服务被提升到一个全新高度,成为政府绩效评估的核心取向之一。本文在公共部门变革回顾和公共部门服务质量内涵界定基础上,总结比较了公共部门服务质量测评的两类模式:差异模式和绩效模式,深入分析了其维度构成及影响要素,并对评价过程中控制变量选取问题进行了探讨,以为我国公共部门电子服务建设提供理论参考。

With the rise and vigorous development of e- government in recent years, e- service is elevated to a new height. It is not only the core orientation of the Government performance evaluation, but also the next research problem with great challenges. Based on the reform retrospect of public sector and definition exploration of e - service quality in public sector, we compare the two evaluation approaches： disconfirmation and performance only, analyze its dimensions and special determinants thor- oughly, and explore controlling variables during evaluation, hoping to provide a theoretical reference and inspiration for the e -services construction in Chinese public sector.