An Empirical Study On The Relationship Between Service Quality, User Satisfaction And Continuance Intention Based On Hubei Provincial People’s Government Portal Websites

With the continuous development of information technology, E-government has beendeveloping rapidly all around the world. As a critical part of the global information,E-government has been playing a growing significant role in many fields, such asimproving administrative efficiency, promoting the government efficiency andexpanding democratic participation. A great deal of money as well as technology has beeninvested into E-governments in many countries by their own government. However, fewcountries achieved desired goal as the services provided by E-government websites cannotsatisfy the users. Therefore, this study researches the relationship among the E-governmentservice quality, user satisfaction and continuance intention, which has considerablepractical significance to the development of E-government in the future.This study has three stages. Firstly, on the basis of literature research and referenceof PZB model and E-SERVQUAL model, five dimensions affecting the quality ofE-government services are selected, including information quality, safety, responsive,reliability, and web design. Meanwhile, the measurement of E-government service quality,user satisfaction and continuance intention’s relationship research model are built basedon the expectation confirmation theory. Secondly, the people’s government portal website ofHubei province is taken as the research object to undertake empirical analysis. Hypothesesof the relationship between variables are built. The results show that: the E-governmentservice quality has significant effect on user satisfaction and continuance intention. Finally,policy recommendations are given according to the results.This is a confirmatory study, which has a certain theoretical value and practicalsignificance to country’s development of E-government affairs. The research results canprovide some references for Chinese governments at all levels. In the process of the futureE-government construction, all aspects of the customers’ needs are to be fully considered,as E-government service quality and levels are to be enhanced, and customer satisfactionand continuance intention are to be improved.