Research On The Adoption And Evaluation Of Public E-services From The Perspective Of Online–offline Integration

For decades,public e-services in China have been rapidly improved with the surge of Internet.Considering that many Chinese citizens prefer the offline channels,it is necessary to improve citizens' adoption of public e-services.Although governments are channeling their efforts and resources into the public e-services development,uneven allocation of online and offline resources and information island as well as other problems still exist.Online–offline integration is pivotal to public e-services.Therefore,the issues regarding the integration of online and offline services have important theoretical and practical significance in the field of public services.In this dissertation,from the perspective of online–offline integration,the formation mechanism of citizens' adoption intention of public e-services is studied,and the performance evaluation system of public e-services is further designed.The success of public e-services relies on citizens' adoption.Thus,in this dissertation,the influence of online–offline integration level on citizens' adoption of public e-services is studied from the perspective of citizens.Based on trust transfer theory,channel integration theory as well as other theories,an adoption intention model of public e-services is constructed.This research model reflects the influence of perceived channel integration(including internal synergy and external consistency)in the process of transferring from trust in offline public services to trust in public eservices,and further incorporates research variables such as public administration recommendations.Then,questionnaires are designed and data collected from 378 Chinese citizens are analyzed.The hypotheses of the model are analyzed and verified by using the structural equation modeling method.Furthermore,the variables are sorted according to relative importance based on the artificial neural network analysis.Finally,given the results,some practical suggestions are offered.This dissertation further explores the impact of online–offline integration on the evaluation of public e-services.The research progress of relevant fields at home and abroad is taken for reference in this part,and an evaluation indicator system taking the level of online–offline integration as the evaluation objective is constructed.The specific indicators are divided into four aspects: consistent planning,services integration,unified inspection and collaborative processing.Secondly,a hybrid weight assignment method is proposed by combining an analytic hierarchy process with the entropy method,and each indicator's weight is properly assigned.Then,some provinces in China are selected as representatives to evaluate the online–offline integration level of public e-services by using the evaluation indicator system.Meanwhile,the effectiveness of the evaluation indicator system is verified.According to the evaluation results,corresponding suggestions regarding the improvement of the online–offline integration are proposed.This dissertation has two main contributions.On the one hand,based on the theory of trust transfer and channel integration,the citizens' adoption intention model of public e-services is established in this dissertation.The research results show that citizens' trust in offline public services,perceived channel integration and public administration recommendations positively influence trust in public e-services,which in turn has a significant impact on attracting citizens' intention to adopt public e-services.Perceived channel integration,especially the dimension of external consistency,has the strongest impact on trust in public e-services.The research results are helpful in understanding the process of trust transfer in the adoption of public e-services from the perspective of online–offline integration.On the other hand,according to the existing reports and related theoretical basis,an evaluation indicator system for the online–offline integration in the context of public e-services is constructed.Furthermore,the online–offline integration levels of several typical provinces in China are evaluated according to the indicator system,which significantly facilitates the development of public eservices evaluation in the future.The evaluation results show that the online–offline integration level of public e-services in China has the potential to be improved.Moreover,some useful suggestions are proposed accordingly,from the aspects of government policy,services integration,inspection and processing.