Study On Evaluation Of Service Quality Of Personnel Testing Network In Hebei Province Based On SERVQUAL Model

With the rapid development of the Internet and the popularization and application of "Internet government",e-government has a great impact on our work and life style.E-government is produced by the combination of modern government management concept and information technology.The results of national government website performance evaluation in 2015 show that the development level of government website in China is still in the stage of construction and development.Based on the concept and implementation of "Internet",the emphasis of government website construction changes to the direction of improving the service quality of the website.The personnel examination website is one of the important parts of the government website.To improve the service quality of the personnel examination website,on the one hand,accords with the development direction of the construction of the government website,on the other hand,improves the efficiency of the registration of the personnel examination to make the website more convenient.However,at present,the level of service quality of personnel examination website in China is different,and scholars have less research on it.Therefore,it is of great practical significance to analyze the factors that affect the quality of website service.By analyzing the current situation of the service quality of personnel examination websites in Hebei Province,this paper constructs a new evaluation model of the service quality of personnel examination websites based on the SERVQUAL model and the characteristics of personnel examination websites.The model selects seven dimensions: materiality,assurance,reliability,responsiveness,empathy,integrity and ease of use;Five demographic variables: gender,age,education level,exposure time,and whether to use Hebei personnel examination website.The collected data were analyzed with SPSS22.0 software,and the average value of the perceived quality of service and the expected quality of service in the questionnaire were calculated.The results are as follows: in the seven dimensions,the service gap is very large,the scores are ranked from high to low: empathy,integrity,assurance,ease of use,materiality,reliability,responsiveness.Through the empirical study,it is proved that the overall level of service quality of personnel examination website in Hebei Province is different from the expectation value of the public,the score is lower,and the difference between perceived service quality and expected service quality is large.Among them,the service gap of empathy,integrity,guarantee,ease of use and materiality is very large.Based on this research conclusion,suggestions are put forward to improve website service personalization,service security and diversification,website page design and so on.It includes enriching the access channels of information,enhancing the online interactive experience,strengthening the security construction of the website,improving the convenience of the website service,enriching the forms of information expression and simplifying the operation flow of the search.