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Research On Public Service Quality Evaluation Of Government We Chat Based On SERVQUAL Model

Posted on:2018-08-15Degree:MasterType:Thesis
Country:ChinaCandidate:Z S LiuFull Text:PDF
GTID:2346330518984949Subject:Statistics
Abstract/Summary:PDF Full Text Request
January 21,2011,Tencent launched a free instant messaging We-Media platform-WeChat.Today,with the rapid development of Internet information technology,the traditional way of communication has also changed,and then WeChat quickly becomes the mainstream tool for people to communicate.In 2014,GovernmentWeChat appeared in WeChat public platform,the state ministries and commissions,the provinces and municipalities as well as local government departments all made forays,and a large number of Government WeChat accounts sprang up.Data shows that by the end of 2015,the number of Government WeChat accounts in China had exceeded 100 thousand.Now the Government WeChat's impact of public life can't be underestimated.However,we still have no idea whether the Public is satisfied with the service offered from Government WeChat.In this paper,the author takes the public service quality of Government WeChat as the object of study,making in-depth research of its evaluation.First of all,this paper introduces the related concepts of the Government WeChat service quality,including the meaning of Government WeChat and the service quality,the current situation and functions of the Government WeChat,and the requirements of the Public on the Government WeChat service quality and so on.This paper also introduces the SERVQUAL model,and analyzes the applicability of using this model on the public service quality evaluation of Government We Chat.It is turned out that this model will be feasible after being modified.Secondly,based on the classical SERVQUAL scale and combining with the characteristics of the Government We Chat,the paper increase the dimension of usability and change the dimension of assurance to security to establish the evaluation index system of Government WeChat public service quality which contains six dimensions and 22 indexes.On this basis,the SERVQUAL model is reconstructed,and on the basis of the original SERVQUAL model,the entropy method is used to make the evaluation more scientific and reasonable.Thirdly,the paper quantifies the Public's perception and expectations of the service quality of Government WeChat through the questionnaire to make an empirical research.It is aimed at verifying the scientificity and rationality of the evaluation model and getting the score of current public service qulity of Government WeChat in China.The result shows that the current public service quality of Government WeChat has not reached the level of public satisfaction,but the gap is not large,and the government still need take steps to improve it.Finally,according to the results of empirical research,to improve and enhance the public service quality of Government WeChat,the paper puts forward some countermeasure from six dimensions,including building a professional team,improving the quality of information,enlarging the propaganda,innovating the service pattern,enhancing the backstage support and strengthening the supervision and so on.
Keywords/Search Tags:Government WeChat, Service Quality Evaluation, SERVQUAL Model, Entropy Method
PDF Full Text Request
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