基于公众需求的湖南省政府数据开放平台服务质量提升研究

Research on service quality improvement of Hunan government data open platform based on public demand

为了解决湖南省数据开放公众需求重视不足、服务质量较差的问题,文章SERVQUAL评价量表作为理论基础,根据文献回顾、依据评价量表进行实际性修正,设计合理的问题并发放问卷。通过问卷调研分析,得出湖南省政府数据开放平台在信息更新速度、信息数据的完整性、页面布局的合理性、平台咨询的易懂性上存在一定问题。从有形性、可靠性、移情性、响应性、安全性、便捷性6个维度得出提升基于公众需求背景下湖南省政府数据开放平台服务质量的方法。

In order to solve the problem of insufficient attention to the public demand for data opening in Hunan province and poor service quality,the article will take SERVQUAL evaluation scale as the theoretical basis,make practical corrections according to literature review and evaluation scale,design reasonable questions and issue questionnaires.Through the questionnaire survey and analysis,it is concluded that there are some problems in the information updating speed,the integrity of information data,the rationality of page layout,and the understandability of platform consultation of Hunan provincial government data open platform.From the six dimensions of tangibility,reliability,empathy,responsiveness,security,and convenience,the method to improve the service quality of Hunan provincial government data open platform based on public demand is proposed.