数字政府视域下政务界面公共服务感知绩效的影响因素研究

Research on Influencing Factors of Perceived Performance of Public Service in Government Interface

数字政府建设以来,政务界面逐渐成为公众获取公共服务的主要渠道,但是其公共服务供给特征如何影响感知绩效尚未明晰。本研究从界面治理理论视角切入,结合感性工学理论,采用交叉学科方法对28个省级微信政务小程序的界面进行分析。研究发现:(1)服务形象、服务供给、服务创新是影响公众对政务界面公共服务感知绩效的三类维度;(2)服务形象和服务供给分别受政务界面的“外观形态要素”与“功能形态要素”两类供给特征影响,服务创新维度则受界面整体的影响;(3)地域风景版面较小、证照卡包按需添加、专题服务列表导航且设置标题列举服务、小标题长度适中、整体字体适中、不设置其他信息区、设置底部导航区可提升公众对政务界面的公共服务感知绩效。本文加深了学界对于政务界面的理解,深化了界面治理理论内涵,可以为政府打通数字政府提供公共服务的“最后一公里”,让群众在数字空间“最多只跑一次”提供启示。

Since the construction of digital government,government interface has gradually become the main channel for the public to obtain public services,but it is not clear how the characteristics of public service supply affect the perceived performance.Starting from the perspective of interface governance theory and combining with Kansei engineering theory,this study adopts interdisciplinary method to analyze the interface of 28 provincial Wechat government mini programs.The results show that:(1)Service image,service supply and service innovation are three dimensions that affect the public's perceived performance of government interface public service;(2)The service image and service supply are affected by the"appearance form elements"and"function form elements"of the government interface,respectively,while the service innovation dimension is affected by the overall interface;(3)Smaller regional landscape layout,required addition of license card package,navigation of thematic service list and setting title listing service,moderate length of subtitle,moderate overall font,no other information area,setting the bottom navigation area can improve the public's perception performance of public services on the government interface.This paper deepens the academic circle's understanding of government interface,deepens the connotation of the theory of government interface,and proposes that the government should build a clean,flexible and humanistic government interface.