Research On Evaluating And Promoting Of Customs E-government Service Quality

Recently,with the development of emerging information technologies such as big data,5G,Internet of Things,cloud computing and the continuous improvement of Internet infrastructure,China has set off government digital transformation.In order to further facilitate enterprises and the masses,speed up the transformation of the service mode and change the content of government services,the Chinese government has proposed the development route of "Internet + government services".The CPC Central Committee and the State Council have closely published a series of files and documents to continuously promote the full coverage and implementation of "Internet+ government services".China’s e-government has reached a new stage of development.As an important government department which guards the country and serves enterprises and the masses,the Customs has also conducted in-depth exploration in the e-government construction."Internet + government service",H2018,international trade "single window","Handheld Customs" and other Customs e-government service platforms have sprung up,promoting the customs service from the original portal display and simple information transmission to integration,interaction and intelligence.At present,the development of customs e-government has made remarkable achievements,but there are still some problems.For example,the service content needs to be thoroughly enriched,the stability of the service platform needs to be sufficient,the service needs more personalization,and the degree of data sharing needs to be expanded.How the customs can effectively improve the quality of e-government services is worth thorough study.Therefore,this paper takes the service quality as the starting point,and from the public perspective,constructs the evaluation model of Customs e-government service quality,finds out the weaknesses and targetly puts forward improvement countermeasures.Specifically,based on the New Public Management theory and the Public Participation Theory,this study uses SERVQUAL model for reference,and combines the characteristics of Customs e-government service,constructs a customs e-government service quality evaluation model including six dimensions of tangible,reliability,responsiveness,assurance,empathy and effectiveness,adding up to 19 indicators.The coefficient of variation method is used to calculate each indicator’s and dimension’s weight.Take Qingdao Customs e-government service as the empirical case to analyze,this paper collects data by conducting questionnaires.After calculating the data with SPSS 26.0 and other tools,the final conclusion is: at present,the overall level of Qingdao Customs e-government service quality has failed to meet the expectations of users,and the service quality needs to be further improved.Users with different age,education level,frequency of using network,frequency of using customs online service and other characteristics have different expectations and actual perceptions of service quality.Based on the results of data analysis,this article summarizes four reasons:organizational structure and management model limitations,platform design deficiencies,insufficient publicity effectiveness,and implementation of relevant facility configurations.Finally,this paper proposes the strategies to improve the service quality at this stage in combination with the problems faced by the Customs e-government:optimizing the platform infrastructure,expanding the publicity coverage,enhancing the information exchange between departments,improving the feedback and response ability,strengthen information disclosure and optimizing the design with the user as the center.