【作者】 王颖；

【导师】 徐晓林；

【作者基本信息】 华中科技大学 ， 电子政务， 2019， 硕士

【摘要】 自IBM2008年首次提出“智慧城市”概念以来,由“智慧城市”衍生出来的“智慧政务”概念,被越来越多的学者关注。同时,云计算、大数据等技术的不断发展,推动着政府服务方式和治理模式的改变,也为智慧政务的建设提供了契机。智慧政务APP的建设是发展智慧政务的重要表现,各地在建设智慧政务APP的过程中存在着盲目复制、使用困难的现象。因此,构建智慧政务服务质量评价模型,对智慧政务服务APP进行评价研究,具有重要的现实意义。本研究在总结回顾相关文献的基础上,以SERVQUAL模型为基础,结合智慧政务服务的特点,在模型原有的有形性、响应性、保证性、移情性和可靠性五维度的基础上增加了智慧性维度,构建了智慧政务服务质量评价模型和指标体系;在进行问卷调查和具体测评时,以公众对服务质量的“感知重要性程度”测度项作为各指标赋权的依据;最后,通过实证分析验证评价模型和指标体系的合理性,并得出服务质量总体水平。本文以云端武汉为实证研究对象,通过对使用过该政务客户端的公众进行问卷调查,在以100分为满分,60分为及格线的衡量尺度上,得出云端武汉政务客户端的服务质量水平为77.3分,处于中等偏上水平;利用多元线性回归分析,得出影响服务质量的四个重要影响因子:支付安全、界面布局、并联审批办事能力和信息及时更新;最后,根据实证分析得出的重要影响因子和各维度服务质量水平的差异,结合服务型政府的价值取向,提出了针对性的智慧政务服务质量提升策略。更多还原

【Abstract】 Since IBM first proposed the concept of “smart city” in 2008,the concept of “smart government” derived from “smart city” has been paid more and more attention by scholars.At the same time,the continuous development of technologies such as cloud computing and big data has promoted the change of government service methods and governance models,and also provided an opportunity for the construction of smart government.The construction of smart government application is an important manifestation of the development of smart government.In the process of building smart government application,there are phenomena of blind copying and use.Therefore,it is of great practical significance to construct a smart government service quality evaluation model and evaluate the smart government application.After reviewing the related literatures,the paper combines the characteristics of smart government services,based on the SERVQUAL model,and adds intelligence to the original five dimensions of tangibility,responsiveness,assurance,empathy and reliability,the evaluation model and indicator system of the smart government service quality are constructed;In the questionnaire survey and specific evaluation,take the perceived importance of the public as the basis for the weight of the indicator;Finally,the rationality of the evaluation model is verified by empirical analysis and the level of service quality is obtained.The paper takes the cloud of Wuhan as the empirical research object.Through the questionnaire survey,the service quality of smart government application is obtained 77.3 points,at the upper-middle level;Using multiple linear regression analysis,four important impact factors affecting service quality were obtained: payment security,interface layout,parallel examination and approval ability,update information timely.Finally,based on the empirical analysis of the important impact factors,combined with the value orientation of service-oriented government,we proposed some targeted service quality improvement strategies.更多还原