A Study Of ICT Influence On Quality Of Government Service In Wuhan

The influence of information and communication technology(ICT) on service quality of government has been a study focus of scholars and government managers of the world. It is very positive that understanding intrinsic mechanism and deep causes of ICT influence on service quality of government in Wuhan, which can provide the valuable theory to improve application and control of ICT in Wuhan government. At the same time, it is very important that the conclusions of study can give demonstration to the further discuss. This thesis begins with the concepts on government service and its quality. The author expatiate on eight characters of government service such as participation by the way of service management in management science and public service in public administration; introduce "Five Dimensions of Service Quality"such as reliability derives from Gaps Model which can assess quality of government service with the help of survey. The author develops creatively two concept based on the above, Recovery of Government Service and Time Lag of Service Recovery, which make the theory on government service more comprehensive. After introducing two cases in brief, "Digital WAIC"of Wuhan Administration of Industry and Commerce(WAIC) and "Administration Supermarket", the author analyses qualitatively into parts of the influence of ICT on quality of government service in Wuhan. According with the conclusion of cases analysis, digs up the meanings of theory on intrinsic mechanism of the ICT influence on quality of government service, which provides the theoretic explanation to the conclusion from two cases. At the end, some advices about better application of ICT in government service are developed on account of the modern tool characteristics. Additionally, the author makes a summary about the process and characteristics of ICT application in the government service of Wuhan in pertinence, and reveals the serious problem in the application.