The Study On Promotion Of Mayor Electronic Mailbox Service Quality In The View Of E-SQ Gaps

With the rapid development of Internet, the use of Electronic Mailbox gets more frequent. In government web sites, Mailbox becomes the most immediate communication channel between government and citizens beyond limit of time and distance, and it appears as one of the two-way interactive e-government services. Citizens are able to express their opinions, doubts, complaints regarding policies, laws, and regulations via the electronic approach, and can look forward to receiving prompt responses or results. At the same time, through civic participation, government enables to gather public opinions and transform into knowledge resources to policy and strategy decision-making. Because of the impact of public relations management, citizens are paying more attention on government and its e-mail service quality.Via "e-SQ model" the paper sets up dimensions including "fulfillment" "usable" "privacy" "reliability" " and "affability", and proves the proposition of "Information Gap" "Design Gap" and "Fulfillment Gap" through the method of interview and e-questionnaire, further more, it analyzes factors for the gaps of mailbox service quality. The result shows factors that affect the information gap lie on the protection of personal data and implementation of consultations; affect the fulfillment gap include intimate and clear reply, credible data and links to various agencies; affect the fulfillment gap are link speed, appearance and the role of government-mailbox plays.At last, according to these factors, this thesis proposes certain suggestions expecting bridging the gaps among government managers, system administrators and the need of citizens; moreover, it hopes to benefit the exercise and service quality of Electronic Mailbox. For instance, realize integration of all related departments to improve efficiency; increase communication between designers and users; provide the main organizers and agencies' telephone numbers or other means of contact; pay more attention on improving the level of terms managers reply and so on.