基于结构方程的社区信息化服务满意度模型研究——以安徽省合肥市为例

Research on the Evaluation of Urban Community Informatics——Based on Structural Equation Model in Hefei

随着城市社区建设步伐的加快和居民服务需求的增加,社区信息化日益成为推进和谐社区建设的重要支撑手段。如何度量社区信息化水平,已成为社区信息化推进过程中亟待解决的问题。从居民需求出发,在借鉴美国顾客满意度模型的基础上,从社区服务及系统技术支持两个方面构建了社区信息化服务满意度指标体系,并利用结构方程建立满意度模型。之后选取中部"数字科教城"———合肥市为研究对象,对居民进行问卷调查,运用Visual-PLS软件对数据处理,完成了对该模型的验证性分析。结果表明:增强居民参与程度,与居民互动沟通,同时保障服务系统运行畅通是提高居民对社区信息化服务感知的重要因素,也是提高居民满意度的重要手段。

With the accelerated pace of urban communities and the increasing demand for services of the residents,community informatics is becoming an important support tool to promote the harmony of community.How to measure the current level of the community informatics is an urgent problem in the community informatics process.In this paper,the author focus on the needs of the residents and establishes the community service satisfaction index system on the basis of community service and system supports based on the ACSI,and builds a modelby using SEM.Then,the ＂digital science city＂ in the middle part of China——Hefei,is taken as the object of this research and a questionnaire survey in different districts of this city is made.The data obtained are analyzed by using VisualPLS.The results show that： Strengthening resident participation,interactively communicating with them,and ensuring smooth running of the service system are not only important factors in improving residents awareness of community informatics＇ services,but also essential means in improving residents＇ satisfaction.