政务微信公众号服务质量评价指标体系构建及实证研究

Construction of Evaluation Index System and Empirical Research on the Service Quality of Government WeChat Official Accounts

[目的 /意义]基于信息生态视角构建政务微信公众号服务质量评价指标体系,旨在为政务微信公众号服务建设提供理论依据和评价标准。[方法 /过程]运用德尔菲法构建政务微信公众号服务质量评价初始指标体系,通过相关性分析和因子分析法检验修正,最终形成评价指标体系,应用AHP法确定指标权重并对指标体系进行检验,最后选取30个具有代表性的政务微信公众号进行实证分析。[结果 /结论]实证结果表明指标体系具有较强的可操作性和较高的实践应用价值,对政务微信公众号服务建设具有较强的指导意义。在理论层面上,基于信息生态视角构建的评价指标体系为政务微信公众号服务建设提供了新的研究视角;在实践层面上,通过对服务质量的科学评价和管理不断提升政务微信公众号的服务质量和效率,从而达到满足用户需求和期望的目标。

[ Purpose/significance ] This paper aims at constructing the evaluation index system on the service quality of government WeChat official accounts based on information ecological perspective to provide a theoretical basis and criteria to guide the construction of the government WeChat official accounts and enhance core competitiveness.[ Method/ process ] Constructed the initial evaluation index system on the service quality of government WeChat official accounts by the Delphi method, through correlation analysis and factor analysis to test and modify to form the final evaluation index system, then using the AHP method to determine the index weight and tested the index system, and finally selected 30 government WeChat official accounts to empirical research. [ Result/conclusion] The empirical results show that the index system has strong operability and high practical value to guide the construction of the public service of the government WeChat. At the theoretical level this paper provides a new research perspective for the construction of government WeChat official accounts services. At the practical application level it is also helpful to enhance the government WeChat official accounts services quality and efficiency through the scientific evaluation and management, so as to achieve to meet users＇ needs and expectations.