The Measurement of Public Satisfacfion of the E-Government: An Empirical Research in Zhejiang Province
From public satisfaction perspective, this paper constructs a model to survey the performance of e-government, and takes an empirical test by the method of SEM after comparing customer satisfaction model at home and abroad. This paper mainly discusses the relationship among public satisfaction and other reason and result variable of e-government website portal with the study of government website portal of Hunan province. The data in this empirical research are collected by paper and electronic questionnaires using random samples. We hung out 337 questionnaires in the city of Hangzhou, Ningbo, Wenzhou, Jinhua, Shaoxing and Jiaxing, and 247 questionnaires are recovered. 242 questionnaires are effective, including 168 paper questionnaires and 74 electronic questionnaires. It indicated that Interaction, Information and public expectation have effect on perceived quality, and Information has the largest influence. Public expectation affects public satisfaction indirectly with the intermediary variable Perceived Quality. The higher the public satisfaction is, public shall build more trust on government. which suggested that the achievement of public satisfaction would promote the image of government in public and add publics trust for government.
E-government public satisfaction SEM model
Tao Yao
School of Public Administration, Zhejiang Gongshang University, Hangzhou, 310018, China
国际会议
第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)
武汉
英文
673-678
2009-05-30（万方平台首次上网日期，不代表论文的发表时间）