“互联网+政务服务”体验影响机理研究——基于系统建构及用户价值感知视角

Influence Mechanism of“Internet+Government Service”Experience—From the Perspective of System Construction and User Value Perception

“互联网+政务服务”改革是提升政务服务质量,优化营商环境的突破口。通过以系统建构视角以及价值感知视角切入讨论“互联网+政务服务”用户体验影响机理,得出信息质量、系统质量、服务质量、感知成本、感知收益等因素显著影响“互联网+政务服务”体验的结果。据此提出以优化系统建构质量为抓手,提升感知价值为根基增强用户“互联网+政务服务”体验的建议,助力数字政府建设。

The“internet+government service”reform is a breakthrough to improve the quality of government service and optimize the business environment.By discussing the influence mechanism of“internet+government service”user experience from the perspective of system construction and value perception,we conclude that information quality,system quality,service quality,perceived cost,perceived benefit and other factors significantly affect“internet+government service”experience.Therefore,suggestions are put forward about taking optimizing the quality of system construction as the focus point and improving the perceived value as the basis to enhance user’s“internet+government service”experience,so as to help the construction of a digital government。