用户满意视角下政务微信知识服务能力评价研究

Evaluation of Government WeChat Knowledge Service Capability from the Perspective of User Satisfaction

[目的/意义]基于用户满意视角,对政务微信知识服务能力评价标准及具体评价实践进行深入分析与探讨,为政务微信公众号知识服务能力的提升、优化提供数据支持和参考。[方法/过程]通过问卷调查构建政务微信知识服务能力评价标准,运用变异系数法计算各标准权重,利用MUSA模型计算各个政务微信公众号知识服务能力各标准满意度以及整体满意度,最后,运用标杆管理的方法,对三个具体政务微信公众号知识服务能力进行测评。[结果/结论]通过实际测评结果,分析各政务微信公众号的竞争优势、竞争劣势以及待完善空间,为政务微信知识服务能力的理论研究以及实践中政务微信知识服务能力的有效提升提供参考。

[Purpose/significance] Based on the perspective of user satisfaction,this paper analyzes and discusses the evaluation standards and specific evaluation practices of the government WeChat knowledge service capabilities,and provides data support and references for the improvement and optimization of the knowledge service capability of the government WeChat official accounts.[Method/process] Through the questionnaire survey,the evaluation criteria of the government WeChat knowledge service capability are constructed.The coefficient of variation method is used to calculate the weights of each index.The MUSA model is applied to calculate the satisfaction of each index and the overall satisfaction of the knowledge service capabilities of government WeChat official accounts.Finally,the benchmarking management method is used to evaluate the knowledge service capabilities of three specific government WeChat official accounts.[Result/conclusion] Through actual assessment results,the competitive advantages,disadvantages,and room for improvement of various government WeChat official accounts are analyzed,which provides a reference for the theoretical study and effective practical promotion of government WeChat knowledge service capabilities.