Public Satisfaction Research On Interaction Of Government Portal Websites Based On The Model Of E-service Quality

As the Internet is more and more popular and applied in various fields, E-government in the form of Government Portal Website becomes an important way to build Service-oriented government of our country. Interactive Platform on the Government Portal Website, including leaders’Electronic Mailbox, Public Demand and Communicate Online, provides a seamless way which is not limited by both time and space for the interaction between government and public. By the Interactive Platform, the public can reflect any question, do policies consultation, and also participate in public affairs personally by recommending to the government. Today, the public have higher requirement of public service, because of the increasingly improved construction of democratic politics and public senses of democracy. Public Service provided by government should be citizens-oriented and results-oriented. The public satisfaction with Interactive Platform on Government Portal Website depends on if the government can solve public troubles timely and effectively. In view of the above, the author uses E-Service-Quality model to research on the public satisfaction with Interactive Platform on Government Portal Website, tries to know what citizens’requirement of public service quality is and how they perceive it, and find out the factors which affect public satisfaction with Interactive Platform on Government Portal Website, based on this result, make recommendations to the construction of Government Portal Website.This thesis mainly consists of seven parts.Part one is about the summary of research background and significance, motivations, purposes, methods and procedures, supporting the further research.Part two is a review of theoretical literature, probes into the research status of Seamless Government, Electronic Public Service, Interactive Platform on Government Portal Website and E-Service-Quality model.Part three describes the Interactive Platform on Government Portal Website of Hubei province. Firstly, introduces the constitution of the Interactive Platform, it consists of stadholder’s mailbox, public demand and communicate online. And then, analyses the status of the Interactive Platform from departments which reply, timeliness of reply and effectiveness of reply. Part four is mainly about the theoretical model and the design of empirical study, establishes the research frame and questionnaire according to the E-Service-Quality model, and introduces the object and method of study.Part five is the research conclusions. This part analysis returned questionnaires with SPSS statistical software, obtain the corresponding results and discusses the results of the analysis.Part six draws a natural conclusion and provides suggestions for further construction and improvement of the Interactive Platform on Government Portal Website of Hubei province.The last part summarizes the research, and provides suggestions for further research.