基于服务型政府视角的电子政务成效影响路径分析

Study on the Impact Paths of the Effect for E-government Based on the Perspective of Service-oriented Governance

[目的 /意义]从服务型政府视角探讨影响电子政务成效的路径,揭示其作用机理。[方法 /过程]以服务型政府为研究视角,构建以信息、功能和服务的质量为自变量,以公众使用、内部应用为中介变量,以电子政务成效为因变量的结构模型,并以湖南省7个地级市政府的调查数据进行实证研究。[结果 /结论 ]信息、功能和服务的质量对公众使用和内部应用电子政务具有不同的影响效度;信息、功能和服务质量显著影响使用者的使用过程、使用结果和未来行为倾向,但政务信息质量对内部应用存在一定的制约作用;公众使用与内部应用存在相互影响关系,公众使用对内部应用的影响更为显著;电子政务的成效是社会、经济、政治等多维度成效的综合。最后提出服务型政府应创新政务服务模式、监控政务信息质量、转变执政理念等策略。

[Purpose/significance] This article intends to figure out whether and how e-government can act on the development of the public-service oriented government. [Method/process] On the view of the serviceoriented government, a structural model was built which consisted of information quality, function quality and service quality as independent variables, citizen use and internal application as mediators, and e-government effectiveness as a dependent variable. Based on the survey data of local governments in seven cities, an empirical research on the effect of e-government was conducted. [Result/conclusion] The results show that information quality, function quality and service quality have different effects on citizen use and internal application. In particular, these three have significant effects on the use procedure, the use result and the future attention of users, and the information quality has certain restriction role in the internal application, even though it has certain promoting effect on building a service-oriented government. Furthermore, citizen use and internal application interact and influence each other, while citizen use has more significant effects. The effectiveness of e-government for the civil service has multiple dimensions and should be evaluated comprehensively at social, economic and political aspects. Finally, we suggest that the government should develop an innovative service model, change the ruling idea, and control the quality of the information service.