“互联网+政务服务”公众满意度生成机制研究

Improving Public Satisfaction of“Internet Plus Government Service”

各级政府打造的政府门户网站、官方微博、微信公众号、政府服务APP等政务互动平台,为满足人民群众日益增长的公共服务需求提供了强大支撑。公众作为“互联网+政务服务”的服务对象,他们的满意度评价充分反映了政务服务问题,能够为优化政务服务质量指明方向。借助八爪鱼数据采集软件,在各大网络平台上采集公众对“互联网+政务服务”的评价信息,利用扎根理论的三级编码提取核心概念、主范畴和范畴,剖析“互联网+政务服务”公众满意度的影响因素,构建“互联网+政务服务”公众满意度生成机制,阐释其发生机理,以期为改善“互联网+政务服务”质量提供理论依据和借鉴参考。

The government portal,official microblog,WeChat official account,government service app and other government interaction platforms created by governments at all levels provide strong support to meet the growing public service needs of the people.As the service object of“Internet+government service”,the public’s satisfaction evaluation fully reflects the problems of government service and can point out the direction for optimizing the quality of government service.With the help of Octopus Data Collection software,collecting public evaluation information on“Internet+government services”on major network platforms,extract core concepts,main categories and categories by using three-level coding of grounded theory,analyze the influencing factors of“Internet+government services”public satisfaction,build a generation mechanism of“Internet+government services”public satisfaction,and explain its occurrence mechanism be conducted in order to provide theoretical basis and reference for improving the quality of“Internet+government service”.