Research On The Public-Service-Oriented Interaction Between Government And Citizens Through Government Websites

With the advent of Internet Groundswell, people's daily life has been changing dramatically. Particularly, with the annual proliferation of Internet netizens, the Internet has been a necessary part in everyday life. Meanwhile, the world situation has been changing continuously as well, with the versatile explosive news International and Civil that have been consecutively impacting people's horizons and inner emotions. Internationally, all kinds of interactive-websites, SNS and Instant Messenger (IM) in the mode of Web2.0 enrich people's life. At home, various events of violence-removal are recurrent, food security events have been exposed via the Internet, which arouse a new round of controversy and debate among netizens via interactive tools. However, people immerse into the world of Web2.0 to experience the convenience of interaction and unleash their discontentment and anger. In view of the above, the author uses the Sense-Making Theory (SMT) to design the questionnaire, and takes the Online Questionnaire Survey, with the interactive characteristics of Web2.0 and the theories of public engagement, to make exploratory research on the public-service-oriented interaction between the Government and citizens through government websites. This thesis mainly consists of five parts.Part One is about the summary of research background and significance, motivations, purposes, methods and procedures. It takes necessary background interpretations on the research subject with different perspectives, supporting the further researchPart Two probes into the relationship between Web2.0 and E-Government by literature review specific to the connotations and wide applications of Web2.0, the definition, developmental stages of the E-Government, the applications of Web2.0 in it, and the relationship between Public Service and Web2.0. Meanwhile, it takes the interpretations on the basic model, way of documentary collection and theoretical applications of SMT, serving for the online questionnaire design. Besides, it interprets and explores some corresponding ideas on some theories of public engagement to the interaction between governments and the citizens via Web2.0 tools. Part Three establishes the research frame, defines the corresponding research variables, analyzes the questionnaire with the methods of reliability and validity, finally lodges the survey method, points out the research limitations and gives a brief introduction to the methods of file analysis.Part Four uses SPSS 15.0, with the detailed analysis to the original data, to draw initial conclusions composed by the analysis to the descriptive of basic files, the reliability and validity of the quality and government website interaction, and the process of website interaction.Part Five is the research conclusions and suggestions. Undoubtedly, first, this thesis draws three points specific to the original data, quality and process of interaction. Second, it provides some suggestions according to the research design and theory applications. Concretely, it establishes an interactive model of government website based on Web2.0 tool, which combines the logistic system and function location of CRM and Grey Box Theory & Analysis of Mathematical Statistics. Additionally, it uses Total Quality Management (TQM) and Management by Objectives (MBO) to extract some suggestions. Especially, it tries to better the Chart of MBO to fulfill the interactive spirit of Web2.0 in government website applications.At length, in the ending part, the author plans some future research programs in order that the chance could be obtained for further research.