“互联网+政务服务”公众满意度影响因素研究

Research on the Influencing Factors of Public Satisfaction of “Internet Plus Government Service”

目的:“互联网+政务服务”建设是深化政府治理变革,建设服务型政府的重要途径,准确评判在线政务服务公众满意度及其影响因素可为提升在线服务水平提供参考依据。方法:结合顾客满意度模型理论、技术接受理论和信息系统成功理论,构建了“互联网+政务服务”公众满意度综合指标体系,基于贵阳市花溪区的实地调查获取了141份有效数据,运用SPSS25.0考察了“互联网+政务服务”公众满意度的影响因素。结果:公众对“互联网+政务服务”的满意程度不受个体差异的影响;公众期望对公众满意度具有负向作用;感知质量、感知易用性、感知有用性、公众抱怨、公众信任与公众满意度具有正向作用。结论:花溪区“互联网+政务服务”公众满意度总体一般,仍有部分公众对“互联网+政务服务”平台的各项功能和安全性等认可度较低。为此,应增强“互联网+政务服务”认知力,完善政务平台建设,建立健全公共信用体系,以提升“互联网+政务服务”的公众满意度。

Objective: The construction of “Internet plus government service” is an important way to deepen the reform of government governance and build a service-oriented government. Accurate evaluation of online government service public satisfaction and its influencing factors can provide a reference for improving online service level. Methods: Combined with customer satisfaction model theory, technology acceptance theory and information system success theory, a comprehensive indicator system of public satisfaction of “Internet plus government service” was constructed. Based on the field survey in Huaxi District, Guiyang City, 141 valid data were obtained, and the influencing factors of public satisfaction of “Internet plus government service” were investigated using SPSS25.0. Results: The public’s satisfaction with “Internet plus government services” was not affected by individual differences;Public expectations have a negative impact on public satisfaction;Perceived quality, perceived ease of use, perceived usefulness, public complaints, public trust, and public satisfaction have a positive effect. Conclusion: The public satisfaction of “Internet plus government service” in Huaxi District is generally general, and some people still have low recognition of the functions and security of the “Internet plus government service” platform. To this end, we should strengthen the cognitive power of “Internet plus government service”, improve the construction of government platform, establish and improve the public credit system, so as to improve the public satisfaction of “Internet plus+ government service”.