Tianjin Municipal Government Data Open Platform Research On User Perceived Service Quality Evaluation

In order to conform to the process of the era of big data,improve the utilization rate of explosive data resources and give full play to the potential value of data,government data open platforms have been established on a large scale in various countries to meet the demand of the public for the use of government data resources in the era of big data.The ultimate purpose of its establishment is to serve the public.SERVQUAL model enables the intangible product of service to achieve quantitative evaluation,and is being applied to more service fields.As a public service product,the government data open platform is also applicable to the SERVQUAL model for service quality evaluation.From the perspective of user perception,this paper evaluates the service quality of Tianjin municipal government data open platform,aiming to find out the problems existing in the construction of government data open platform with scientific methods,help government departments improve the construction of the platform,and realize the platform to better serve the public.This paper adopts the research method of combining qualitative and quantitative methods.First,it elaborates the relevant concepts and basic theories to lay the foundation for the research of this paper.Secondly,the user perception service quality evaluation model of Tianjin municipal government data open platform was constructed,and the evaluation index system was established,which was used as the basis for the questionnaire setting of the empirical survey.Finally,entropy method and fuzzy comprehensive evaluation method are used to evaluate the user perceived service quality.The results of this paper show that the overall score of the service quality perceived by the users of Tianjin Municipal Government Data Open Platform is 3.894,indicating that the users are satisfied with the service quality of the platform.The scores of each dimension reflect users’ satisfaction with the service quality of the platform.Users’ perceived service quality evaluation scores rank from high to low as convenience,security,responsiveness,tangibility,reliability and empathy.After analyzing the evaluation results of the six dimensions respectively,the optimization strategies for improving the service quality of each dimension are proposed.The indicators that are satisfactory to users are further improved on the basis of continuing to maintain,and the indicators that are low in user evaluation are adjusted in time to make up for the deficiencies.