The Maturity Of E-government Customer Service And Citizen Trust Relationship

The decline of citizen trust in government has become a global problem. E-government which can enhance the communication and service supply was supposed to improve citizen trust by scholars and governors. The customer orientation perspective which means the organization of information and services in e-government should be citizen centered has been widely accepted in order to provide better service and improve trust. That is why customer service maturity(CSM) becomes an important concept in E-government evaluation.To study the effects of customer service maturity to citizen trust, this dissertation construct a model which relates citizen-centered focus, multi-channel integration, fluid cross-government service and proactive communication & education (the four aspects of CSM) to citizen trust through citizen participation and citizen satisfaction. This paper selects the e-service of Hangzhou transportation bureau as research object, collecting 236 valid samples by issuing questionnaires. The method of Structural Equation modeling (SEM) is introduced to test the model and the following conclusions are reached:(1)CSM has positive influence to citizen trust. This influence is mediated by citizen satisfaction and citizen participation.(2)The four aspects of CSM has positive influence to citizen trust respectively. Citizen-centered focus and fluid cross-government service influence citizen trust through the Intermediate of citizen satisfaction; multi-channel integration and proactive communication & education influence citizen trust through the intermediate of citizen participation.(3)Multi-channel integration has the most influence to citizen trust, follows by citizen-centered focus; Proactive communication has the lightest influence to citizen trust, follows by fluid cross-government service.(4)The two mediators are completely mediators; and citizen participation has no significant influence to citizen satisfaction statistically.Compared with previous studies, this research studies citizen trust from the view of customer service maturity, which riches the theory of citizen trust; At the same time, this paper specified to the four aspects of customer service maturity, studying and compare their impacts on citizen trust respectively. Then discuss the intermediate role of citizen satisfaction and citizen participation in the case of China. We prove that no intermediate role of citizen participation on citizen-centered focus and fluid cross-government service. While no intermediary role of citizen satisfaction on multi-channel integration, proactive communication & education.E-government is not only a tool but an important content in the construction of service-oriented government. Citizen trust is an important prerequisite of the harmonious relationship between government and citizen as well as the harmonious society. This study concluded the necessity of citizen centered e-governance. Besides, the conclusions can serve as a guide to specify the target and focus of the transportation bureau e-governance as well as extending to other departments.