公众政务客户端的使用及影响因素探究——基于我国一线城市的调查

Citizens' Use of Gov Mobile Apps and their Determinants:A Study to First-Tier Cities in China

在移动互联网快速发展的背景下,越来越多的政府部门通过移动平台来提供信息和服务,带来了移动政务的崛起。但同时也存在一些问题,例如平台建设水平低、下载量和渗透度不高、运营状况不好等。政务客户端是移动政务的重要载体和组成部分。移动政务的进一步发展需要更好地了解公众对政务客户端的使用和影响因素。论文基于对北上广深四市1200份电话问卷调查,了解公众对于移动客户端的使用状况,并探索其使用现状及未来使用意愿的影响因素。研究发现,公众对政务客户端的使用率较低,仅有不足一成的被调查者经常使用。同时,公众对政务客户端的需求以及对新技术的接受度显著影响他们对于政务客户端的使用,而使用后的评价和反馈(满意度和感知有用性)会影响他们对政务客户端的未来使用意愿。

Wth the help of mobile internet,governments at various levels have been increasingly investing in mobile government by adopting mobile platforms to provide information and to deliver services.However,poor platform construction,the low download rate of the government mobile apps,etc.,continue to be problems.The further development of mobile government requires a better understanding of how citizens use mobile apps provided by the government and its determinants.Thus,this study conducted a phone survey with 1200 respondents to understand citizen usage and to explore the factors influencing their current use and future willingness to use the apps.We found citizens use these apps rarely and only 10%of respondents used them often.The significant factors influencing use of the apps were 1) the respondent's need for the app and 2) the respondent's acceptance of new technologies.Usage feedback(satisfaction and perceived usefulness) impacted respondents' willingness to use government apps in the future.