Research On The Influence Mechanism Of Public Satisfaction On Public Service Of Electronic Government In China

With the development of the new public management movement in the world,the administrative concept of the government has changed.In order to adapt to the development of information network era,governments all over the world have gradually strengthened and improved the construction of e-government to meet the demand of public for faster,better,more personalized government public services.With the development of e-government,the performance evaluation of public services provided by e-government has been gradually concerned by all sectors of society.However,the traditional performance evaluation is mainly aimed at the technical level of e-government.The public is the main service object of the electronic government.The starting point and the core of the construction of the electronic government is to improve the ability of the government to serve the public.And our country in the process of transition to service type government emphasis on "people-oriented",the public has the right to evaluate the enjoyment of the public service,the quality of public services provided by the electronic government should also be decided by the public,so the satisfaction evaluation of electronic government public service from the public point of view is very important.Based on the study of satisfaction assessment at home and abroad,this paper studies the ACSI model and the public satisfaction measurement model in the United States,in the customer satisfaction measurement model,the variables of customer satisfaction are expected quality,perceived quality and perceived value.The outcome variables of customer satisfaction are customer complaints and customer loyalty.Based on the characteristics of government portal service,a public satisfaction measurement model of E-government in China is built,and a matching index system is established.The model includes six variables: public expectation,perceived quality,public participation,customer satisfaction,public trust and public complaint.This paper hypothesizes the relationship between variables that affect satisfaction,and uses questionnaires to do empirical research,and recycling data,with statistical analysis software,the test of the hypothesis shows that public expectations,perceived qualityand public participation have a significant positive impact on public satisfaction,and public expectation has a significant positive impact on perceived quality and public participation,the public participation has a significant positive impact on perceived quality.The results of this thesis not only to study to electronic government public satisfaction in the field can provide some reference for the research and analysis of data,and the construction of the electronic government and puts forward some suggestions to improve the public satisfaction,and has theoretical and practical value.