政务信息发布服务质量评价模型与实证研究

The Evaluation Model and Empirical Study on the Service Quality of Government Affairs Information Release

[目的/意义]政务信息发布服务作为政务服务的重要环节,对其质量评价的研究有助于发现工作不足并为其服务改进提供指导。[方法/过程]本文梳理了国内外政务信息发布领域的研究与实践,在分析PZB差距理论与其衍生模型SERVQUAL的基础上,结合我国政府信息发布工作的实际情况,创新评价维度与评价指标,构建了包含5个维度和17项指标的政务信息发布服务质量评价模型。[结果/结论]通过面向公众的实证研究,本文明确了公众对政务信息发布服务的服务质量感知,即当前的服务质量尚未达到公众期望,应从发布平台建设、政民交互技巧、信息内容服务以及宣传推广等方面提升其质量。

[Purpose/Significance]Government affairs information release as an important part of government affairs service,the research on its quality evaluation is helpful to find out the shortage of work and to provide guidance for its service improvement.[Method/Process]This paper combed the domestic and foreign government affairs information release research and the practice,in the analysis of the PZB gap theory and its derivative model SERVQUAL,combined the actual situation of China’s government affairs information release work,innovated the evaluation dimension and index.The evaluation model of service quality of government information affairs information release was constructed.[Result/Conclusion]Based on the empirical research for the public,this paper clarified the public perception of the service quality of government affairs information release,that is,the current service quality had not met the public expectations,and should be improved from the aspects of release platform construction,political and civil interaction skills,information content service and publicity and promotion.