基于公众视角的地方政府微博信息服务质量评价及差距分析

Evaluation and Gap Analysis on Informantion Service Quality of Government Micro-blog Based on Public View

文章从服务载体、服务过程、服务结果和信息内容4个方面构建政务微博信息服务质量模型,以"南通发布"为例,并运用结构方程模型方法进行模型检验和实证研究,依据实证结果和服务质量差距模型对"南通发布"信息服务质量差距的原因进行了分析,并提出了改进的建议。

From four aspects of service carrier, service process, service result and information content, this paper brought up the information service quality mode of government micro - blog. Then using the method of structural equation model （SEM）, the model was tested based on an empirical research of government micro- blog ＂nantang city＂. Finally, some suggestions were given to improve the information service quality of government micro- blog based on the gap analysis model and this empirical studv＇s results.