基于公众需求的政府电子信息服务质量影响因素实证研究

An Empirical Analysis of the Influencing Factors of Government Electronic Information Service Quality Based on Public Demand

通过文献分析和专家访谈对政府电子信息服务质量评价指标进行收集和修正,以前期研究中提出的理论模型为基础,基于KANO模型对公众需求进行归类,通过实证分析探究政府电子信息服务质量评价指标中包含的基本需求、拓展需求、潜在需求和无关需求,进而揭示出公众需求视角下政府电子信息服务质量的影响因素,对分层次改进政府电子信息服务质量具有参考借鉴意义。

This paper adopts the literature analysis and expert interviews to collect and screen government electronic information services quality evaluation indicators. Based on the previous theoretical models,the paper classifies public requirements with KANO model. An empirical study is conducted to explore public essential demand,expected demand,potential demand and irrelevant demand included in the indexes of government electronic information service quality. The influencing factors on government electronic information service quality from the public demand perspective are further revealed. The paper can provide references to improve government electronic service quality in different levels.