| As mobile information technology is rapidly developing,profound changes has been taking in the supply of government services and the modern governance system of grassroots society.New government media,represented by e-government APP,have become an important carrier and basic tool for building a "digital government" and serving citizens’ lives.It is worth noting that more than half of the elderly population has also connected to the Internet and accessed mobile client applications through smart devices.However,the elderlyoriented construction of e-government APP is still in its infancy,and there is still a lot of room for development and improvement in overcoming the "digital gap" of the elderly and improving the quality of service supply.In the meanwhile,research in the related fields lags behind relatively,and theoretical guidance needs to be strengthened urgently.Consequently,it is of great significance to research on how to systematically understand the needs of the elderly for e-government APP services and then make in-depth discussions on the elderlyoriented construction of e-government APP from the perspective of the combination of theory and practice,and of the connection between reality and the future,so as to better use digital information technology to serve the needs of people,especially to realize the expectation of the elderly for a better new life.This thesis focuses on the needs of the elderly for e-government APP services,selects the Kano model,a professional one that is widely used in demand priority analysis in academia,and combines quantitative analysis with qualitative one.The specific research content mainly consists of three parts: firstly,according to the general steps of the demand analysis of the Kano model,literature analysis method and in-depth interview method are used to identify and sort out the initial demand items of the elderly served by e-government APP from research literature,policy texts and interview data;secondly,the Kano questionnaire is carried out for the design of demand items,and the initial demand items are classified by traditional Kano two-dimensional attributes based on the data collected by the questionnaire,and the Better-Worse coefficient and quartile map are introduced for further quantitative analysis,so as to construct the hierarchical model of the needs of the elderly by e-government APP serves,and determines the priority of the needs to meet;on this basis,by means of network survey and actual experience,the current situation of supply is analyzed for the services and functions of the provincial comprehensive e-government APP and their elderly-oriented special editions and areas in 32 provinces and municipalities across China.The main conclusions drawn from the Kano model analysis and the current situation research are: firstly,the must-be needs of the elderly in e-government APP services mainly include 6 aspects,among which privacy and security,easy access,system stability and userfriendly interface design don’t perform well and need to be improved;secondly,there are 7main aspects of one-dimensional of the elderly in e-government APP services.Among them,the services related to emergency rescue and daily life information need to be added and improved,the application levels of voice invocation,fuzzy recognition,and non-contact authentication and other technologies need to be strengthened,and the application-supported use assistance services must match the needs;thirdly,the attractive needs of the elderly in egovernment APP services mainly include 9 aspects,of which living payment,transportation,elderly care,and the services related to culture,sports and entertainment need to be improved in quality,and the functions such as client interaction,convenient search,and personalized services cannot meet the needs of the elderly and should be added.In terms of the above problems,the thesis proposes to speed up the improvement of the basic performance of e-government APP,enrich the design of service functions and content expected by the elderly in multiple fields,further improve the elderly-oriented construction of special editions and areas,and provide use assistance services for the elderly through multiple channels,etc.The research in this thesis can further enrich the application field of the Kano model,and also provides a certain theoretical support for the relevant departments to carry out the elderly-oriented construction or transformation of e-government APP. |
