摘要
提升数字政务服务质量是推进服务型政府建设和智慧化治理水平的重要工具。文章基于WSR方法论构建以信息质量、政务协同质量等10个维度为二级指标的政务服务质量指标体系,采用AHP-FCE模型进行指标体系的综合评价。以浙江省为例综合评价其政务服务质量为“良好”,其中物理和人理维度均为“较好”,事理维度为“一般”。依此提出“创新-反馈-优化-共创”的政务服务质量循环提升路径,以期为明晰数字政府政务服务质量本质构成以及推动服务型数字政府建设提供理论依据和实践参考。
Improving the digital government services quality is an important tool for promoting the construction and smartness of service-oriented government.Based on the WSR(Wuli-Shili-Renli system)methodology,this study constructs a government service quality index system with 10 dimensions such as information quality and government collaboration quality as secondary indicators,and adopts the AHP-FCE model for the comprehensive evaluation of the index system.Taking Zhejiang province as an example,the comprehensive evaluation of its government service quality is“excellent”,while Wuli and Renli dimensions are“good”,Shili dimension is“average”.Accordingly,a circular improvement path of government service quality of“innovation-feedbackoptimization-co-creation”is proposed.The research results provide the theoretical basis and practical reference for clarifying the essential components of the quality of digital government services and promoting the construction of service-oriented digital government.
作者
刘梦娟
秦芳
LIU Meng-juan;QIN Fang(College of Economics&Management,China Jiliang University)
出处
《标准科学》
2023年第5期103-110,共8页
Standard Science
基金
浙江省自然科学基金探索项目“电商直播背景下零售企业服务质量测评与改进研究”(项目编号:LQ21G020006)
浙江省属高校基本科研业务费专项资金项目“服务主导逻辑下电商直播体验质量构成维度、影响机理及改进策略”(项目编号:2021YW58)
浙江省社会科学界联合会研究课题“助农直播驱动浙江省农产品区域公用品牌建设的机制与路径研究”(项目编号:2023N035)资助。
