Evaluation Of E-Government Service Quality Based On SERVQUAL

Information construction has an extensive utilization and an overall popularity, and it promotes the development of e-government. Since the 4th Plenary Session of the 18 th CPC Central Committee, China have further accelerated opening government information, focused on creating two e-government information platforms: data service platform and convenience service platform. E-government service construction has become an important part of the national governance system modernization, and it is in the core position in the development of e-government. One of the key points to improve the level of e-government service is to have a scientific evaluation, which is not only the focus of the e-government research, but also the difficult point. With the vigorous development of the service industry and service science, a large number of successful experience appears in the commercial application, based on the nature of the service and the service management. The theory and method of service management is widely used to evaluate the e-government service, and it has been the focus of the academic and public sectors.We summarize the relevant research results, according to reading and analyzing lots of relevant literature of e-government service and the evaluation models. Considering the e-government service’s characteristic, the mature SERVQUAL model, and other academics’ creative minds, we bring in the concept of Perceived Importance, construct a evaluation model of e-government service quality and index system, then design measurement items and questionnaire survey research.The paper, using Chengdu Traffic Management Bureau government services of illegal query and payment as an example, completes a questionnaire survey to someone who used the government service, then combined with the index of Perceived Importance, calculates the every index’s weight of the evaluation model, and the score of service quality is 73.95, which is in in 100 for full marks, 60 for intermediate value scale, the service quality is in a little lower than moderate level.In addition, after completing more than three hundred questionnaires, we assess the questionnaire’s structure validity, and the result is good. Then we use the factor analysis and multiple linear regression method and conclude four important factors: service security, trust, care and service perceived value. Combining with the basic information of the samples, we know that the degree of education, net ages, visit frequency have a close relationship with service security, trust and service perceived value.Finally, in combination with the results of data analysis, the service government’s value orientation and Internet thinking mode, we give some advice to the relevant institutions to build a better e-government service.