Research On Public Satisfaction Of Government APP From The Perspective Of Seamless Government Theory

"Internet+government service" has become a booster for building a digital and service-oriented government.The content of government APP services is comprehensive and functionality.However,there are still some problems,such as unreasonable function settings,inadequate information protection,and untimely operation and maintenance,which result in insufficient stickiness of government APP users.Based on this,this paper is devoted to exploring the public satisfaction of government affairs APP,analyzing the influencing factors of public satisfaction,and accordingly putting forward some countermeasures and suggestions to improve public satisfaction of government affairs APP.Combining the theory of seamless government and the theory of public satisfaction,this paper defines the analysis framework of this paper.At the same time,combing the related literature,it is found that UTAUT(Unified Theory Model of Technology Acceptance and Use)is widely used in the research of information technology acceptance.And Davis Venkatesh show that UTAUT model,as an integrated model,has an explanatory power of 70% for user behavior,and can be used as an effective tool to study user behavior.Therefore,taking UTAUT model as the keynote and combining with the characteristics of e-government APP,this paper divides five dimensions: effort expectation,performance expectation,social influence,perceived risk and perceived trust as the factors that affect public satisfaction.Combined with the existing satisfaction model in the field of e-government,the perceived quality and behavior attitude are added,and the public satisfaction model of e-government APP in this paper is constructed and the questionnaire is designed.Questionnaire was distributed in Wuhan,and descriptive analysis,reliability and validity test,variance analysis and correlation analysis were carried out on the collected sample data.Through fitting and verification of structural equation model,it was concluded that the influencing paths among variables were effort expectation,performance expectation and perceived trust,which positively affected perceived quality.Effort,performance expectation,social influence,perceived trust and perceived quality will have a positive impact on satisfaction;Satisfaction will have a positive impact on behavior and attitude.This paper finds that there are five problems in the construction of e-government APP in Wuhan,such as difficult access to information,low awareness of the masses,weak injection of social capital,high perceived risk of application,and great differences in regional construction.Based on this,this paper combines seamless government theory,and puts forward countermeasures and suggestions from three aspects: customer orientation,competition orientation and result orientation.The existing research on e-government APP is either carried out from the influencing factors and willingness to use,or discussed with the background of streamline administration,delegate power,strengthen regulation and improve services and smart government.This paper tries to discuss the public satisfaction of e-government APP by combining the theory of public administration and quantitative and qualitative analysis.