A Study On Evaluation Index System Of Electronic Public Service

In recent years, with the rapid development of the construction of the servicetype government and information technology, electronic government displayed greatvigor and vitality in the world, Governments innovative government services byelectronic means, changing the government service,providing a way for theconstruction of service-oriented government, providing a better way for the public toenjoy the government service, All these have huge impacts on the developments ofmodern governments. Governments around the world are fully aware of whatelectronic means in government service, and actively promote the change ofgovernment service means, and take practical measures to promote the developmentof electronic government. China’s e-government is still at an early stage ofdevelopment, Electronic level of public services is still relatively low, accelerate thedevelopment of electronic public service has become an important task of theconstruction of government, And the development of the electronic public service isdependent on the evaluation of the quality of the service, cannot do without theperformance management of it, Electronic public service quality evaluation is animportant content of e-government performance evaluation, attracting more and moreattention of scholars.Researching to evaluate the quality of it conducives to promotinge-government and improves the service-oriented government theory; inspires thepassion of workers, provides guidance for continuous improvement of the quality ofpublic services; improves resource utilization of the public; helps establish acomprehensive electronic public services quality evaluation system, with a greatpractical and theoretical significance.After reading a lot of literatures about theevaluation of service quality, literatures of electronic evaluation indicators of thequality of public service is summarized. After understanding the situation of theexisting studies, try to find the problems, to provide reference basis for the indexconstruction.Secondly, Based on the reference and analysis of existing evaluation ofthe quality of electronic public services at home and abroad,discusses the connotationof public service, electronic public services and quality of service in detail, defines the concept of electronic public service, and discusses its particularity, as the theoreticalbasis of electronic public service quality evaluation indicators system. Onceagain, Studying on development and the application scale of SERVQUAL andSERVPERF model. After the expert research and Practice for manyyears,SERVQUAL model has been proved to be the most authoritative service qualityevaluation tools, which is widely recognized in terms of validityand reliability, applied in many related areas of service by the vast numberof scholars, to provide theoretical basis for the construction of electronic evaluationindex system of the quality of public service. Finally, based on authoritative tools ofthe service quality evaluation at present--SERVQUAL andSERVPERF model,reference to its evaluation scales, combination theuniques of public services and electronic public service, the constructs the evaluationindex system of the quality of public service which includes7dimensions and30items,the7dimensions including the tangible, convenience, caring,response ofelectronic, information, reliability and supervision.Takes an university—one of theelectronic education service--as an example, tests the rationalityof the electronic verification of public service quality evaluation system, and makes aconcrete analysis of the case.