【作者】 周立新；

【导师】 徐晓林；

【作者基本信息】 华中科技大学 ， 行政管理， 2005， 硕士

【摘要】 信息技术对政府服务质量的影响一直是学者和各国政府官员所关注的问题。研究信息技术对于武汉市政府服务质量影响的内在机制和深层次原因, 为武汉市进一步提高在政府服务中对于信息技术的应用水平与控制能力,提供了重要的理论参考,具有积极的现实意义。同时,也为以后学者们进行更深入的研究提供实证范例,具有重大的理论意义。本文从介绍政府服务及其质量等相关概念开篇, 根据管理学中服务管理的相关理论,结合公共管理学中公共服务的特点,重点对政府服务的顾客参与性等八种性质进行了阐述; 介绍了由差距模型衍生出来的“服务质量五维度”,根据可靠度等服务质量的五个方向性指标,能够通过社会调查等方法对政府服务质量进行系统评估; 综合以上文献知识,作者创新性地定义了政府服务回收及服务回收时滞两个概念,使政府服务方面的基本理论更加丰满。通过对武汉市工商局打造“数字工商”和武汉市建立“政务超市”等典型案例的简要介绍, 定性地剖析了信息技术对武汉市政府服务质量的影响, 然后根据案例分析的结果, 对信息技术对政府服务质量影响的内在机制进行了理论挖掘, 更加为案例显示的结果提供了理论证据,最后结论性地提出武汉市政府进一步提高信息技术应用的建议。此外,文章还简要的对信息技术在武汉市政府服务中的应用进程、主要特点和突出问题进行了概述。更多还原

【Abstract】 The influence of information and communication technology(ICT) on service quality of government has been a study focus of scholars and government managers of the world. It is very positive that understanding intrinsic mechanism and deep causes of ICT influence on service quality of government in Wuhan, which can provide the valuable theory to improve application and control of ICT in Wuhan government. At the same time, it is very important that the conclusions of study can give demonstration to the further discuss. This thesis begins with the concepts on government service and its quality. The author expatiate on eight characters of government service such as participation by the way of service management in management science and public service in public administration; introduce “Five Dimensions of Service Quality”such as reliability derives from Gaps Model which can assess quality of government service with the help of survey. The author develops creatively two concept based on the above, Recovery of Government Service and Time Lag of Service Recovery, which make the theory on government service more comprehensive. After introducing two cases in brief, “Digital WAIC”of Wuhan Administration of Industry and Commerce(WAIC) and “Administration Supermarket”, the author analyses qualitatively into parts of the influence of ICT on quality of government service in Wuhan. According with the conclusion of cases analysis, digs up the meanings of theory on intrinsic mechanism of the ICT influence on quality of government service, which provides the theoretic explanation to the conclusion from two cases. At the end, some advices about better application of ICT in government service are developed on account of the modern tool characteristics. Additionally, the author makes a summary about the process and characteristics of ICT application in the government service of Wuhan in pertinence, and reveals the serious problem in the application.更多还原