Research On Mobile Government Service Perceptual Design From The Perspective Of Service Quality

In the process of promoting the innovation of government administrative services,deepening the people-oriented e-government transformation is an important measure for the government to achieve the goal of building a service-oriented government and enhancing administrative capacity.Mobile Internet triggered the transformation of social service mode.The development of mobile terminals and the change of network behavior require the government to pay more attention to the change of mobile terminal service mode and the improvement of service quality in the process of e-government transformation.Researchers have noticed the importance of service quality of government affairs APP,but most of the existing studies are from the perspective of service providers,lacking the combination of service supply and user demand,and the comprehensiveness of service evaluation is insufficient.Therefore,this article takes the government affairs APP service as the research object,and from the perspective of users.First,use SERVQUAL model to initially establish the service evaluation system of the mobile government platform,combine the characteristics of Internet products to modify the secondary indicators in SERVQUAL model for the service domain of the mobile government platform,and combine SERVQUAL questionnaire results and Kano model to calculate the satisfaction of the indicators,and establish the service evaluation system of the mobile government platform.Second,using Kansei engineering to establish the evaluation framework of service satisfaction,explore the relationship between perceptual images and various evaluation indicators.Using the combination of text mining and panel discussion,the user perceptual image space is established.Then the service attribute space is established according to the service evaluation system of mobile government platform,and the perceptual design model of government service APP is established by PLS,and finally the mapping relationship between perceptual vocabulary and service indicators is obtained.According to the satisfaction results of SERVQUAL questionnaire survey and the corresponding relationship between perceptual words and service indicators,the design strategy of government affairs APP is summarized,and the typical service contacts and service system diagrams in government affairs service are designed and improved to improve the service satisfaction of government affairs platform,so that the mobile government affairs platform can better serve the people and better meet the growing expectations of the people.