Research On Public Service Of Government We Chatfrom The Perspective Of Service Management

With the rapid development of science and technology,especially mobile networks and equipment,until December 2016,the number of domestic mobile phone users has reached 695 million,accounting for 95.1% of the total number of Internet users [1].At the same time,China's government on the network information work more and more attention,Xi Jinping President repeatedly stressed at the central meeting at all levels of government departments and leading cadres to use the network close to the masses,the Internet has become a new interactive platform,Public participation channels.At present,China's government is promoting the construction of service-oriented government,the supply of public services is even more important,the promotion of new government services is considered to be an important way to enhance the level of public services,government WeChat as an important part of government new media,its advantages have been recognized by more and more people,this article on the government WeChat research focused on its "service" attribute,the value of government WeChat how? What is the quality of service? Is there any problem? The current scholars on this aspect of the study is still relatively small,I will first analyze the value of public service of government WeChat,to explore ways to enhance the level of public service of government WeChat,Using the research methods in service management.To study the quality of public service of government WeChat,and put forward the corresponding suggestions.First of all,this article will analyze the government WeChat as a medium of public service supply,what is the public service value of it,why we should enhance the level of it,first we should understand the current public service quality of government WeChat;Based on the theory of service quality evaluation model,e-government and information service quality evaluation model,this paper constructs the research model of public service quality of government WeChat with five dimensions,and designs the corresponding scale structure and questionnaire,then carries out the questionnaire Professional production and distribution,and finally the data obtained by the questionnaire using SPSS19.0 software analysis,the results show that there are some gaps in the five dimensions of responsiveness,empathy,reliability,assurance and ease of use,and all these five aspects have failed to meet the public's expectation.Exploratory factor analysis results show that the two dimensions of ?reliability? and ?guarantee? are better aggregated,so they are integrated into a new dimension named "credibility",so the original government WeChat public service quality research model was amended.The new model contains four dimensions: responsiveness,empathy,credibility and ease of use.At the same time,it puts forward the new research hypothesis that these four dimensions have a positive effect on the quality of public service of government WeChat.The results of multiple linear regression analysis show that the influence of responsiveness,empathy and credibility on the quality of public service of government WeChat is significant,and the positive effect of ease of use on the quality of public service of government WeChat is not significant.The importance of the factors affecting the quality of public service of government WeChat is: responsiveness> empathy> credibility> ease of use.At the end of the article,the author analyzes the causes of the problem of government WeChat and puts forward suggestions to improve the public service level of government WeChat.