政务信息公开满意度影响因素分析——以政府网站为例

Analysis on Influencing Factors of Public Satisfaction of Government Information Disclosure on Government Websites in China

以政府网络为视角,研究政务信息公开满意度影响因素,有助于政府部门改进信息化服务工作,提高公众满意度。本文通过对美国顾客满意度指数模型(ACSI)进行改进并参考欧洲顾客满意度指数模型(ECSI),构建了我国政府网站政务信息公开满意度模型,运用问卷调查和结构方程模型(SEM)对所构建模型进行实证检验,从公众视角揭示我国政府网站政务信息公开满意度的影响因素。研究表明,公众感知质量和公众感知价值对政务信息公开满意度产生直接正向影响,公众预期对政务信息公开满意度产生间接正向影响,政务信息公开满意度对政府形象有显著直接正向影响、对公众信任有间接正向影响。

Research on the influencing factors of government website information disclosure satisfaction will help government departments to improve information services and improve public satisfaction.By improving the American customer satisfaction index model(ACSI) and referring to the European customer satisfaction index model(ECSI),this paper constructs the satisfaction model of government information disclosure on Chinese government websites,and empirically tests the model by using questionnaire survey and structural equation model(SEM),so as to reveal the influence of the satisfaction degree of government information disclosure on Chinese government websites from the public perspective Influencing factors.The results show that public perceived quality and public perceived value have a direct positive impact on government website information disclosure satisfaction,public expectation has an indirect positive impact on government website information disclosure satisfaction,government website information disclosure satisfaction has a significant direct positive impact on government image,and has an indirect positive impact on public trust.