Evaluation Of Smart Government Service Quality Based On SERVQUAL

Since IBM first proposed the concept of “smart city” in 2008,the concept of “smart government” derived from “smart city” has been paid more and more attention by scholars.At the same time,the continuous development of technologies such as cloud computing and big data has promoted the change of government service methods and governance models,and also provided an opportunity for the construction of smart government.The construction of smart government application is an important manifestation of the development of smart government.In the process of building smart government application,there are phenomena of blind copying and use.Therefore,it is of great practical significance to construct a smart government service quality evaluation model and evaluate the smart government application.After reviewing the related literatures,the paper combines the characteristics of smart government services,based on the SERVQUAL model,and adds intelligence to the original five dimensions of tangibility,responsiveness,assurance,empathy and reliability,the evaluation model and indicator system of the smart government service quality are constructed;In the questionnaire survey and specific evaluation,take the perceived importance of the public as the basis for the weight of the indicator;Finally,the rationality of the evaluation model is verified by empirical analysis and the level of service quality is obtained.The paper takes the cloud of Wuhan as the empirical research object.Through the questionnaire survey,the service quality of smart government application is obtained 77.3 points,at the upper-middle level;Using multiple linear regression analysis,four important impact factors affecting service quality were obtained: payment security,interface layout,parallel examination and approval ability,update information timely.Finally,based on the empirical analysis of the important impact factors,combined with the value orientation of service-oriented government,we proposed some targeted service quality improvement strategies.