Study On E-government Service Quality

SERVQUAL provides people with a tool to measure the service quality,and its core depends on the gap of customer's expectations to service and the actual one. Since the born of SERVQUAL model , it has been widely applied in traditional service industries, government, non-profit organizations and etc. In recent years, SERVQUAL model is also used to improve the interior service quality of the emerging supply chain and logistics,and thus to improve the quality of service to external customers.SERVQUAL is based on the following assumption: what you feel is better, worse or equal than what we have expected, which demonstrate your expectations.In the emerging e-government today, the quality of e-government service becomes a big issue, because of technical aspects or the service concept.However, so far, the research of quality service is still in its exploratory stage. And we still have no effective ways to evaluate the service quality of e-government. I believe it is worthwhile to study it.The research goal is trying to apply SERVQUAL in the field of e-go vernment services evaluation and improve its service.The paper has chosen the web sites of Shanghai Grain Bureau, Shanghai Commission of Commerce and those representative ones.The evaluation is conducted by the experts.According to the theory of SERVQUAL,I have designed a questionnaire of the e-government service quality.After l have got the datas,I analyze the reasons of the gap and point out the order of the factors.The conclusions are about the countermeasures improving the e-government service quality ,and they are listed as follows : Firstly, to grasp the functional characteristics of SERVQUAL and give full play to its advantage. Secondly,to revise the aspects and items of SERVQUAL properly in different circumstances and make the SERVQUAL model adapt better.