Mayor E-mail Service Quality And Satisfaction

Today, under the circumstance of increasing citizen demands and active participation in civil affairs, to improve citizen satisfaction and service quality is the most important things for the government. With the development of the information technology and Internet, Electronic Mailbox becomes the most immediate communication channel between government and citizen beyond limit of time and distance. Apparently, Mayor's Electronic Mailbox appears as one of the two-way interactive e-Government service, moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinion and suggestion, doubts and complaints regarding policies, laws and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civil participation, government enable to gather civil opinion and then, to transform them into knowledge resource to policy and strategy decision-making. Therefore, the service quality of Mayor's Electronic Mailbox not only becomes the manifest index of the capability of e-Government service, but also influences citizen's satisfaction with government services.This thesis mainly explores the factors influencing the service quality and citizen's satisfaction with Mayor's Electronic Mailbox. On the basis of what Zeithaml, Parasuraman & Malhotra(2002) proposed as "e-service quality gap model" and the previous studies on the elements and the evaluations of "e-SQ", we set up "e-service quality gap model" of Mayor's Electronic Mailbox. we take "12345 Mayor's Mailbox" of Hangzhou and Shaoxing of Zhejiang Province as research objects, then proves the proposition that "design gap" and "fulfillment gap" do exist during the process of e-service delivery, especially among the manager, system designer and citizen through the method of interview and e-questionnaire survey, but "information gap" doesn't exist. Meanwhile, this research proves that service quality and its every facet are positively correlated with citizen's satisfaction.At last, based on these conclusions, this thesis proposes certain countermeasure and suggestions from the viewpoints of "the improvement strategy" and "the concrete measure" in order to bridge the gap between the manager, system designer and citizen for government departments and correlative organizations to improve the service quality and citizen's satisfaction.