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Theory, Method And Application Of E-government Public Satisfaction Measurement

Posted on:2007-12-13Degree:DoctorType:Dissertation
Country:ChinaCandidate:Y LiuFull Text:PDF
GTID:1116360215470541Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
Electronic government has become a new management mode through which government provides public service based on information and network technology. With the development of electronic government, the performance evaluation of electronic government has attracted more and more attention. The government affairs are the main jobs of electronic government and the public is customer of government, so the performance of government lies on public satisfaction, and using public satisfaction to evaluate the service quality of electronic government is mostly compellent. Therefore, the performances of electronic government are evaluated from the perspective of public satisfaction in this thesis. According to the public service's characteristics of electronic government, a set of theories and methods are presented for evaluating electronic government public satisfaction. The main contents and fruits of this thesis are outlined as follows:Electronic government is defined from the perspective of public service, and the theoretical framework of electronic government public service is constructed based on the service's characteristics, platform, objects, contents and levels. Electronic government public satisfaction is defined based on the zone of tolerance. The principles for optimizing public service based on electronic government CRM theory are discussed, and the relationship between service quality and public satisfaction is analyzed.Four classical enterprise customer satisfaction index (CSI) models and ACSI model for public sector are analyzed deeply, and several revelations are given for constructing electronic government's public satisfaction index (EGPSI) model. Then EGPSI model is constructed based on selecting latent variables and observed variables.The data of electronic government public satisfaction are collected from web based on the advantage of network. Questionnaire is tested by reliability analysis and validity analysis. Based on the data's characteristics, multiple imputation method is applied to deal with the missing data of electronic government public satisfaction.GME-SEM method is presented to evaluate electronic government public satisfaction. Based on SEM technology, the structural equation model of electronic government public satisfaction evaluation is constructed. A GME method is presented to estimate the parameters of structural equation model, including reparameterization, choice of the support of the parameters and reformulation. Then sequential quadratic programming method is applied to solve the nonlinear programming problem. Simulation experiment is designed to verify the performance of GME method in estimating the parameters of the model with fewer samples, and some theoretical explanations are given.The nonlinear relationships between variables of EGPSI model are analyzed. Based on the advantage of SEM and NN, NN-SEM method is presented to evaluate electronic government public satisfaction. According to this method, EGPSI conceptual model is transformed into a structured neural network model. An improved BP algorithm is presented to solve the model. Simulation experiment is designed to verify the performance of NN-SEM method.At last, the models and methods are applied to evaluate public satisfaction of Hunan Province Government Portal. Four methods including LISREL, PLS, GME and NN are applied to estimate parameters. The computation results verified the rationality of EGPSI model and the validity of the two methods—GME-SEM and NN-SEM. Some advices are given for future development of electronic government.
Keywords/Search Tags:Electronic government, public satisfaction index, structural equation modeling, generalized maximum entropy, neural network
PDF Full Text Request
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