Evaluation And Improvement Of China's Government Microblog Service Quality

As a specific representation of China's current e-government,government microblog has become an important way for providing public information services and products,although it has only been a short period of five years.In order to scientifically analyze the effectiveness and shortcomings of China s current government micro'blog service construction,and to promote the development of government microblogging operation in a more standardized direction,it is necessary to establish a relatively perfect government microblog service quality evaluation system.Through reviewing the government microblog and the literature related to its evaluation,it is found that there are few studies on the quality of government microblog services,and the evaluation objects are random and the indicators are scattered.This paper comprehensively uses SERVQUAL service quality evaluation model,frequency statistics method and expert consultation method to determine the government microblog service quality evaluation index factors,and builds the government microblog service quality evaluation index system.The indicator includes five first-level indicators of tangibility,reliability,responsiveness,assurance and empathy,and eight secondary j.ndicators and 23 third—level indicators.lThrough the analytic hierarchy process and the entropy method,this paper compreh ensively empowers the indicators at all levels,and finally construct the government microblog service quality evaluation model.The first place government microblog of each province in annual report on th e influence of Sina Microblog's influence in the 2018 People's Daily Online is used as empirical research objects,and the 2018 annual data is used to empirically evaluate the service quality of 31 provincial government microblogs.The result shows that the quality of political services in various provinces is uneven,and the gap is large.Therefore,this paper explores the factors affecting the quality of government microblogging services from both internal and external aspects,and proposes measures including improving professional management capabilities,creati.ng special government microblogs,enriching service content and comprehensively improving external factors.