The City Government Portal Website Service Quality With Internal And External Users Willingness To Use Research

Government portal as the e-government service terminals, which is an important Window that me government provides the public services to society, and it is the most important and most efficient platform for communication between citizens and the government. However, the government portal of our country is sill ill-defined, which leads to low level of web services and utilization, so more and more research institutes and scholars began to pay attention to assessing the performance of government portal. Now the performance evaluation is primarily assumed by third parties based on the building performance, and the performance evaluation often focused on the technical indicators, and the research on government portal service quality evaluation from the perspective of the government portal users, especially from the perspective of internal users and external users is relatively rare.This study constructed a theoretical model based on the review of the theory of service quality, satisfaction , behavioral intention, and the empirical studies of information system service quality and related websites' service quality, and explored city government portal service quality evaluation dimensions from the perspective of internal and external users, and explored the relationship among the service quality dimensions ,satisfaction and intention to re-use.During the process of the empirical research, we have studied the Hangzhou government portals. With the assistance of the editorial sector of the government information center in Hangzhou, written questionnaires are issued to the civil servant and internal recycling; meanwhile, the network questionnaire in view of the public were recycled though the public mailbox of Hangzhou government portal (http://www.hangzhou.gov.cn/main/w3dc/questionSurvey.html),. Finally we utilized the SPSS13.0 for statistical analysis, the main conclusions including below:(1) Service quality dimensions of city government portals include: information quality, easy of use, accessibility , empathy , efficiency.(2) The dimensions of service quality have a positive impact on user satisfaction and intention to re-use, and efficiency factor affects intention to re-use most, followed by empathy.(3) Information quality, easy of use, accessibility , empathy, efficiency will have an impact on intention to re-use though the intermediary role of user satisfaction.(4)There was a significant difference in view of the perception of informationquality, empathy, efficiency among users of different ages , and there was a siginificact differences in view of information quality, easy of use , empathy and accessibility between internal users and external users, except in view of efficiency. There was also a significant difference in view of user satisfaction and intention to re-use among users of different ages, and between internal and external users.(5)When we divided the sample into internal users and external users, the dimensions of service quality all had positive impact on intention to re-use of internal users, and only efficiency, empathy, accessibility had positive impact on intention to re-use of external users...