电子化公共服务质量与公众持续使用意愿:满意度的中介作用分析

Electronic Public Service Quality and Citizen's Continuous Use Intention:The Mediate Effect of Service Quality Satisfaction

电子化公共服务与公众持续使用意愿是电子政务领域的热点议题,公众持续使用意愿是衡量电子化公共服务成功的重要标准,公众对服务质量的评价与满意度水平会直接或间接地影响其再次使用同类服务的意愿。本文旨在以重庆、武汉与天津三个城市的普通公众为调研对象,运用确认性因子分析方法检验电子化公共服务质量量表的效度,构建符合中国电子政务情景的电子化公共服务质量量表的维度,并运用结构方程模型探索电子化公共服务质量各维度对持续使用意愿的作用机理,检验满意度对服务质量各维度与持续使用意愿之关系的中介效应。实证分析表明:电子化公共服务质量是一个由系统品质、信息质量、服务能力、安全性、可得性、可靠性、回应性与互动性八个维度构成的多维概念;系统品质、信息质量、可得性、安全性、可靠性、回应性能够直接显著提升公众持续使用意愿,服务能力则需通过满意度间接作用与持续使用意愿;满意度在服务质量与公众持续使用意愿的影响关系中呈现出较弱的不完全中介效应。

Electronic public service quality and citizen’s willingness to reuse the service are hot issues in electronic government research. Citizen’s continuous use intention is critical when refers to measuring the success of electronic public service. Users’ evaluation of service quality and satisfaction of electronic public service will directly or indirectly influence their willingness to reuse same type of e-service. Based on citizen’s survey data collected from Chongqing,Wuhan and Tianjin,this paper constructs an electronic public service quality scale that is consistent with practice of China’s e-government development,uses confirm factor analysis method to examine the validity of this scale;explores the interactions between the public service quality and satisfaction,as well as their impact on citizen’s continuous use intention by employing structural equation model. Empirical result shows that:electronic public service quality is a multidimensional concept that consists of eight dimensions including system quality,information quality,service capacity,accessibility,safety,reliability,responsiveness and interactivity. Seven dimensions of service quality(including system quality,information quality,service ability,accessibility,reliability,safety and interactivity) and satisfaction all together have effective impact on public continuous use intention with different mechanism,remarkably,satisfaction shows significant mediating effect during the process.