Research On The Improvement Of The Quality Of Public Information Service In Government WeChat

The rapid development of China’s mobile Internet has promoted the informatization of government affairs,and the new government media has become an important means for the government to provide public information services and build a service-oriented government.Government WeChat has become another e-government new platform after the government’s mobile client and government microblog,and has innovated the way of government public information services.The government’s WeChat is included in the annual performance appraisal of relevant regions and departments with its strong authority,wide audience and great influence.It is an important channel for building an online government at the fingertips.Therefore,how to improve the quality of public information service of government WeChat has important research value,and it is especially necessary to study the improvement of the quality of public information service of government WeChat.This paper first reviews the related research on government WeChat and domestic and foreign e-government information services.Secondly,from the two aspects of the government WeChat public information service and the e-government information service research literature,the service quality elements are extracted,and the project information analysis of the pre-survey questionnaire is used to determine the government information WeChat public information service quality factor system.Then,based on the fuzzy Kano model and IPA analysis,the fuzzy Kano-IPA questionnaire of the government information WeChat public information service quality survey was designed.After the questionnaire survey,the reliability and validity of the valid questionnaires were tested,and the quality of the service quality elements were classified using the fuzzy Kano matrix and the Kano element classification table.After that,the author has carried out the scale and formula description of how to measure the customer’s perceived importance and satisfaction in the IPA analysis matrix,quantified the IPA analysis matrix,and classified the service quality elements according to the average customer satisfaction and the average perceived importance.The quadrant further determines the priority order of the information service quality elements,and proposes corresponding improvement measures for the government WeChat public information service according to the priority order.Finally,the conclusions of this paper are summarized,and the shortcomings of this research and future research prospects are pointed out.