摘要
随着我国服务型政府工作的深入发展,政府对信息服务的公众满意度越来越关注。发生信息服务失误时,服务补救工作对降低服务失误带来的影响显得尤为重要。参考和依据结构方程建模过程,通过选取潜在变量、假设结构关系、建立可测变量,对信息服务补救公众满意度指数模型进行构建,并进行分析。通过376份有效问卷数据,运用结构方程方法,对评估模型进行了模拟路径分析,验证了信息服务补救公众满意度指数模型的可行性和科学性。
Along with the thorough development in the construction work of service-oriented government in our country,the government pays more and more concern on the public satisfaction on the information service.The result of the service recovery is vital to reduce the losses caused by information service failure.According to the structural equation modeling process,this paper constructs and analyzes the public satisfaction index model of the information service recovery by selecting latent variables,hypothesized structural relationships and establishing measurable variables.Finally,With the data from 376 valid questionnaires and using structural equation methods(SEM),the path analysis in the assessment model is simulated,and the feasibility and the scientific of the public satisfaction index model of the information service recovery has been verified.
作者
钟足峰
Zhong Zufeng(Business School of Lingnan Normal University)
出处
《图书馆》
CSSCI
北大核心
2018年第9期33-38,111,共7页
Library
基金
国家社科基金重点项目"基于全生命周期的政府开放数据整合利用机制与模式研究"(项目编号:17ATQ006)
中央高校基本科研业务费专项资金重大培育(领域)项目"大数据环境下的政府信息服务"(项目编号:CCNU16Z02002)研究成果之一
关键词
服务补救
信息服务
公众满意度
结构方程模型
Service recovery
Information service
Public satisfaction
Structural equation methods(SEM)
