The empirical research into the quality of public information service rendered by website on electronic government affairs in China

摘要：

Against the background of research into websites of electronic government affairs in China, this thesis has made a study of the quality of public information service rendered by the website on electronic government affairs. It has first made an analysis of the model and service of information technology adoption as well as SERVQUAL for measuring service quality of general marketing. Then, through combining requirements for concretely applying electronic government affairs, it has designed EGIS-SERVQUAL for measuring the quality of public information service rendered by websites on electronic government affairs including five aspects with twenty concrete indexes for measurement, while having conducted research into application. As discovered by the empirical research, the public believes that the quality of public information service rendered by websites on electronic government affairs is not high and there is still much potential for improvement. The public cognition of the quality of public information service rendered by websites on electronic government affairs is generally concerted. Five aspects of EGIS-SERVQUAL designed are exactly corresponding to the overall service level. The result of research also shows that EGIS-SERVQUAL designed is practical and effective.

关键词： Electronic government affairs Public information service Service quality Information technology

作者: Xue Jin Shi Shenglin

作者单位: Department of Business Administration, Nanjing College for Population Program Management,Nanjing, 21 Department of Business Administration, Nanjing College for Population Program Management, Nanjing, 2

会议类型: 国际会议

会议名称: The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 523-530

在线出版日期: 2010-05-29（万方平台首次上网日期，不代表论文的发表时间）