Demand For Public Services Of E-government Analysis Of The Model Study

With the great change of the administrational environment in which government functions have been transformed, a new stage in e-government construction has taken on a bran-new developing tendency. Thus, a transformation towards public service has become an inevitable tendency in global e-government practices. And, Government electronic public services, which may actually facilitate and benefit the public, will become the center of e-government construction in future. Public's demand is the logical prerequisite of the existence of Government electronic public services, so that, the essential value of Government electronic public services lies in its sufficient response to public's demands. Government electronic public services will lose its existence necessity if public's demand is not taken into consideration.This paper, in term of model construction for public's demand analysis of government electronic public services, study is conducted from follow four aspects. First, from the practice status discussion of public's demand analysis of Government electronic public services in China, it illustrates the practice value and necessity of public's demand analysis model construction. Second, from analysis of an series conception (service, government public service, Government electronic public services, the public for Government electronic public services, the public's demand of Government electronic public services and it's structure), the fundamental theory of public's demand analysis model of Government electronic public services is interpreted. Third, based on the essential idea of KANO model, KANO-SPD matrix, a demand analysis model of Government electronic public services is constructed, and its principle is showed. Finally, it illustrates the applicant procedure of KANO-SPD matrix through an example which uses this model as essential method in analysis of public's demand for a government gateway website services.This innovation of this paper is, centered at KANO-SPD matrix, constructs a model for analysis of public's demand of Government electronic public services. Practice has proved the advantages of this model are mainly showed in follow three aspects. First, it classifies the features of public's demand according to KANO model, which is more accurate than the public's demand reflected by traditional attitude measurement, and more suitable for guiding practice. Second, generally traditional approach for the analysis of demand can only show general public's demand information, whereas the analysis model based on KANO-SPD matrix can show the type and importance order of public's demand items and public group, thus the demand information distracted by KANO-SPD matrix is more than that reflected through traditional approach. Moreover, it is capable of identifying public group which can not be realized by traditional approach. Third, the model based on KANO-SPD matrix can reflect the demanding structure of public group, which is the foundation for the application of individual service, while this function can not be accomplished by traditional method. So, the model based on KANO-SPD matrix, which constructed in this paper, could be used as an effective implement for analysis of public's demand of government electronic public services.