Study On M-Government Service Quality Assessment Based On SERVQUAL Model

With the rapid development of mobile Internet, the traditional desktop-based I nternet model has gradually developed into the mobile internet-based smart terminal model,the change of access to the Internet model,has changed the way go vernment services and experience,also affecting the quality of service to the public demands.public appeal mainly on:fast and efficient access to convenient high quality services.However, based on government services of the mobile Internet is just emerging soon,for the convenience and efficient service of smart phones or other mobile terminals is still in the exploratory development.Thus, despite The construction of mobile government has great progress currently, but present mobile government service provided there is a huge space for development, so the quality of the field study of mobile government services,is important to Rich the e-government theoretical and guide the development of mobile govern ment.This article study consists of two aspects:(1) use of the five dimensions of SERVQUAL model:tangibles, reliability, responsiveness, assurance, empathy as the base model and add a dimension of trust,.build mobile government service quality model,to validate the model by confirmatory factor analysis.(2)analys is differences in the perception and expectation of the mobile government servi ce quality, After giving the weights determined the overall of the mobile gover nment quality of service levelsTo solve the above problem, take of Nanning city as empirical objects, designed a system of mobile government service quality evaluation questionnaires, and through Pre-testing the questionnaire perfect form the final questionnaire, using SPSS19.0 and AMOS17.0 analysis the data, obtained the following conclusions: (1) on the SERVQUAL model updating and adding a dimension of trust servic e quality evaluation model for mobile government service quality evaluation. (2) the empirical proof, Nanning quality mobile low overall level of government services, quality of service and quality of service desired perception there is a big gap, the gap were sorted in descending responsiveness, reliability, assurance, empathy, tangibles, trust. (3) By the empirical findings presented by the Rich content-government services to meet individual needs and create professional-government teams and other measures to improve service quality gap.