政府电子信息服务质量与公众持续使用意愿关系实证研究

An Empirical Study on the Relationship Between the Quality of Government Electronic Information Service and the Public Continuous Use Intention

[目的 /意义]政府电子信息服务在互联网时代下成为替代传统政府服务的新兴电子服务方式受到国际推崇。研究政府电子信息服务的公众持续使用意愿对加强政府电子服务建设和改进尤为重要。[方法 /过程]借鉴TAM、ECM-ISC、D&M模型,以公众体验为导向,构建政府电子信息服务质量与公众持续使用意愿关系模型,以政府网站为研究对象进行问卷调查,利用结构方程进行数据分析。[结果/结论]结果表明,信息质量显著影响公众满意度,满意度是公众持续使用政府电子信息服务的最显著影响因子;信息质量、信息互动体验质量及感知信任均对持续使用意愿产生正向影响。

[ Purpose/significance ] The government electronic information service has become a new electronic service way to replace traditional government services in the Internet era. To study the public continued use of the e-govern- ment information service is more important to strengthen the construction and improvement of government electronic services. [ Method/process] Referring to TAM, ECM-ISC, D＆M, and taking the public experience as the guide, this paper constructed the relationship model between the quality of government electronic information service and the continuoususe willingness of the public. This paper took the government website as the research object, and used the structural equation to analyze the data. [ Result/conclusion] The results show that the information quality significantly affects the public satisfaction;satisfaction is the most significant impact factor for the public to continue to use the government electronic information service. Information quality, information interactive experience quality and perceived trust all have positive effects on the continuous use intention.