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A Research On Evaluation Of Government Information Service Quality

Posted on:2012-05-30Degree:MasterType:Thesis
Country:ChinaCandidate:Y ChengFull Text:PDF
GTID:2216330368477870Subject:Technical Economics and Management
Abstract/Summary:PDF Full Text Request
Information and information technology is changing the way of interpersonal communication and the organizing manner of social management. The informationization level has become an important index on evaluating of comprehensive national power. Therefore, it's particularly important for the public to access and use effective public service information, and more equipment is put forward to the government that a nation's largest owner, users and publishers of information resources. The government in modern society should be a service-oriented government, and the essential function of service-oriented government is service. Government's department to provide what services, how to provid and when must inform the public by government's information services, while the public's main way of accessing to government services is the information provided by the government. Therefore, information service provided by the government restricts the implementation of government administrative functions, and largely determined the quality of service. At the same time building service-oriented government also requiring the government to enhance administrative transparency, in order to meet people's needs and various social undertakings and improve the quality of its information service.The innovation of this dissertation lies in using the basic idea of service quality evaluation, with the means of SERVQUAL model, questionnaire survey and factor analysis, and use the mode of qualitative analysis and quantitative analysis to research the government information service quality evaluation.This dissertation puts forward the concept of government information services, content, influence and three channels of communications. It also points out the relationship between government information service quality and quality of government services, and systematically analyzes the impact of government information service quality factors and the perception of influencing factors. It designed the perception model of government information service, and tested the reliability of the model by Cronbach's coeciffient as well as analysis of the importance of evaluation dimensions.In the empirical study, it fully analyzed government information services deficiencies. Taking reality as jumping-off place, come up with the measures and methods which will improve the government information service quality from the view of internal and external subject.
Keywords/Search Tags:government service quality, SERVQUAL model, government information service, service-oriented government
PDF Full Text Request
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