The Study Of User's Satisfaction Towards E-Government Service

Electronic government has become a new management mode through which government provides public service based on information and network technology. With the development of electronic government, the performance evaluation of is the main job of electronic government and the public is the customer of government, so evaluating the service quality of electronic government is mostly important. Therefore, the performance of electronic government is evaluated from the perspective of public satisfaction in this thesis.This Paper studied the characteristics of e-government development, as well as our current development of e-government services. The user's satisfaction towards the e-government is based on the theory of public participation in government and customer-oriented concept.According to the SERVQUAL and the characteristics of the E-government, finally set the E-G-SERVQUAL to measure the satisfaction of the users. The E-G-SERVQUAL includes five facts :fulfillment,responsiveness,easiness of use,privacy and system availability.There is significant difference between user's expectation and perception of general portal service of electronic government. Government can enhance service quality by improving the item's gap and do specific measures for improvement.