| Taking the Chinese G2B E-Government market as the angle of view, in order to achieve better e-government effect and higher level of customer satisfaction, clear the quality of service mechanism and service quality influence factor as a guidance for improvement through case study combined with empirical research method.This paper describes the Chinese G2B E-government market mechanism, on the basis of which builds the influence mechanism of service quality on customer value and customer satisfaction using case study method. And confirms the hypotheses with empirical data:1) the customer value has significant positive effect on customer satisfaction;2) the improvement of off-line service quality can be significant to enhance customer value and customer satisfaction directly;3) the improvement of on-line service quality can be also significant to enhance customer value and customer satisfaction but through off-line service quality indirectly.Among them, on-line service quality and off-line service quality is the two second-order components in higher-order structure of service quality, they along with9first-order components together, formed a comprehensive service quality perception from off-line to on-line, human characteristics to the website features. Specifically, the off-line service quality includes5sub-dimensions, which influence service result separately from the service skill, service channel and emotion three aspects; on-line service quality includes4sub-dimensions, which influence service result separately from respectively from web site design, website content, website performance and interaction four aspects. On this basis, through the questionnaire data validation, confirms the effect of reliability, assurance, professionalism&dedication and communication on off-line service quality, and the effect of information quality, efficiency and contact on on-line service quality, providing basis and guidance to improve the service quality. |
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