Government Website Service Quality Evaluation Research

The Internet is currently in the global expanding at an alarming rate,with the corresponding information technology is widely used in all aspects of social life,from food and clothing live line consumption channel,to emerging business format of operation mode and concept of "Internet +" become a national strategy,people's demand for Internet has transcended the past any time,the Internet has been deeply integrated into people's life.Under this premise,the government's management style under the influence of the Internet also subtly change happening,developing and perfecting the government web site to the public service,has become the new situation,the government more efficient services to the public,the important means and method of management of the affairs of society.At present,the development trend of Chinese government website is to integrate the resources of various departments to provide a convenient and efficient one-stop service for the public.Therefore,how to evaluate government website service quality scientifically,objectively,accurately and comprehensively is an important subject.At present,our country has not achieved the objective and comprehensive setting of the government website service quality evaluation index system.At the national level,only one survey of national government websites was conducted in 2015,and most of the evaluation criteria were set by website construction or developer's perspective.It is evaluated mainly from the aspects of website function setting,availability and aesthetics of interface,and does not take into account the public's evaluation of the service quality of government websites and the public demand.Close to the public more effectively in order to make the government website,and better quality of service,in this paper,based on the SERVQUAL model,through the study of the public's expectations and perceived value,to explore how to objectively and effectively evaluate the service quality of government websites.In sufficient quality of service at home and abroad for reference,on the basis of research results,combined with the actual characteristics of government websites,put forward to adapt to the new normal theory background,the government website service quality evaluation model.This model from the tangibility,reliability,responsiveness,assurance,care,effectiveness of six dimensions,according to the characteristics of the government website to provide services to the public,24 were screened and the government website service quality highest correlation index to construct the index system.And then by the method of questionnaire,empirically in H city government website,for example,to collect data to evaluate the service quality of the site,find out the existing problems of website construction aspect,and for other government departments website find a feasible assessment tools improve service quality,as well as H city government website continuously improve service quality,to strengthen the construction of the website provides powerful endogenous power.