摘要
政务微信作为我国政府提供公共服务的独特方式,应用日益普及,如何对政务微信服务质量进行有效评价成为亟待解决的问题。文章从政务微信服务过程、服务载体、服务内容和服务结果四个方面出发,基于用户满意度,从便捷性、移情性、响应性、可靠性和保证性五个维度构建了政务微信服务质量评价模型,并以"武汉发布"为例,进行模型检验和实证研究,对"武汉发布"服务质量的提升提出了建议。
As an unique way of service, the government WeChat is increasingly applied and the evaluation of this ser- vice is waiting to be solved. The author investigated the process, carrier, content and result of this kind of service and constructed a model to evaluate people＇s satisfaction concerning convenience, empathy, responsiveness, reliability, and security. The model was used to examine Wuhan Release and suggestions were put forward to Wuhan government for better service.
出处
《图书与情报》
CSSCI
北大核心
2017年第2期41-47,83,共8页
Library & Information
基金
教育部人文社会科学重点研究基地重大项目"政府信息资源管理标准化研究"(项目编号:13JJD870004)研究成果之一
关键词
用户满意度
政务微信
服务质量
服务质量评估
武汉发布
satisfaction of the user
government WeChat
service quality
evaluation of service
Wuhan Release
