Study On The Optimization Model Of E-government Online Service Quality Based On QFD

E-government online service quality directly affects the public satisfaction of the government websites use,and it's also an important index to measure the service quality of e-government.Oriented of citizen demand has always been the goal of e-government construction and development.How to improve the level of online service has become an important subjects of the government.Quality Function Deployment(QFD)is a typical demand oriented quality optimization method in the field of industrial engineering.Based on the needs of the public,this paper constructs an optimization model of e-government online service quality based on the methods of integrated quality function expansion(QFD),Kano model and asymmetric fuzzy triangular number,takes the portal website of S city as an example to verify the model,and puts forward the strategy of optimizing this website online service quality.The main results are as follows:(1)The current research status of service quality is combed from five aspects of formation mechanism,classic model,interactive process,evaluation measurement,and optimization method.Then discuss the feasibility of combining QFD and Kano for online service quality research,and analyze the connotation of e-government online service quality,which is formed by the gap between public expectation and actual perception(2)Based on the house of quality in QFD,combined with the Kano model and the asymmetric triangular fuzzy number,the E-government service quality optimization model is constructed.Using asymmetric triangular fuzzy numbers can reduce the subjectivity of traditional QFD to determine the relationship between user needs and quality of service,improve the validity of the model,and use the Kano model to solve the nonlinear relationship between the improvement of the service quality factors and the satisfaction of the user.Use the method of questionnaire survey and website survey to collect the original needs of users,and use a unified paradigm to extract and collate users' needs.Then make Kano questionnaires,collect initial importance,identify Kano categories,and make use of the Kano model to adjust the improvement rate and importance.Secondly,use asymmetric triangular fuzzy numbers to calculate the relationship between user needs and quality of service elements.Finally,combining with the fuzzy weighted average method of alpha averaging level cut to determine the final weight of each factor and find out the key service quality elements to fucus on.(3)Use the proposed model in this paper to enhance the online service quality of S municipal government portal website,get the final key service quality factors expansion table,and put forward the short-term,medium-term and long-term optimization strategy of this website according to these quality factors.And compare with the existing research results,verify the feasibility and the effectiveness of the proposed model in this study.This paper not only widens the application range of QFD,Kano model and asymmetric trigonometric fuzzy number,but also improves the validity and the practicability of this model through the combination of those three methods.It provides a new idea for the government to improve public demand oriented e-government service quality and optimize online service environment.