The Research On Influence Factors Of E-government Information Service Quality Based On The Public Experience

E-government information service is an important part of e-government services, high e-government information quality can improve the efficiency of government services and enhance public trust to the government, which is good for building the socialist harmonious society. A scientific and rational evaluation mechanism is an important prerequisite to improve the quality of services. As a special form of services, the e-government information service is very different from the traditional services and e-commerce services, which brings difficulty for the evolution.There are many evaluation subjects and evaluation standards at present, however, the public-centered principle should come first to establish a scientific evaluation mechanism. The public is the direct users of e-government information service, so the public’s acceptance and satisfaction is the important measure of e-government information service. Only on the basis of the public experience and choose the influence factors as the assessment criteria, can we make scientific evaluation on our current level of e-government information services and improve it as well.The research on influence factors of e-government information service quality based on the public experience need to learn from the theory of information service, the user information behavior, user experience and quality of service. Relying on The national key social science project "Research on electronic government information service quality evaluation and optimization based on the public perspective", this paper researches the e-government information service quality influence factors from the perspective of public experience. The specific ideas are as follows:Firstly, review related theories and researches. Summarize the theories of information service and e-government information service, public experience, service quality and e-service quality as a theory basement for the study.Secondly, according to the current researches and focus group interview, this paper proposes the hypothesis model and indicators of e-government information service quality factors based on the public experience.Thirdly, on the basis of the hypothesis, the study designs the questionnaire and distributes it using the network platform. Then with the statistic software SPSS, the paper conducts the Exploratory Factor Analysis and test the hypothesis model and indicators. The result is that there are six factors influencing the public experience: effectiveness, technical support, interactivity, usability, information content and web design,32specific indicators totally.Finally, based on the factors and indicators as well as the focus group interview, this paper proposes six strategies to improve the e-government information service quality. They are as follows:Put the public at the first place and enhance the effectiveness of e-government information services; Emphasize the technical support of the site and ensure the smooth progress of e-government information services; Make full use of the interactive government website and enhance the public’s enthusiasm; Pay more attention to the website information architecture and improve ease of use of e-government information services; Improve information content, expand the breadth and depth of e-government information services; Emphasize the website design to enhance the aesthetic experience of e-government information services.