政务微信公众号知识服务质量影响因素研究
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摘要
[目的/意义]大数据环境下,政务服务逐渐由信息服务转向知识服务,为更好地提升电子政务知识服务质量,需要了解影响政务微信公众号知识服务质量的因素。[方法/过程]主要对提炼的知识服务质量影响因素,运用调查问卷的方法收集相关数据,利用SPSS工具和探索性因子分析方法对其进行探析,构建政务微信公众号知识服务质量影响因素模型。[结果/结论]根据旋转成分结果得出结论:政务微信公众号知识服务质量影响因素主要分为服务过程与系统运行、知识质量和公众特质与感观心理体验3个层面,包括服务类型全面性和服务安全隐私性等21个影响因素指标,为政务微信公众号知识服务事业的发展奠定基础。
[Purpose/significance] Under the big data environment, government services gradually shift from information services to knowledge services. In order to better improve the quality of e-government knowledge services, it is necessary to understand the factors that affect the quality of knowledge services of the government and micro-channel public platforms. [Method/process] Mainly on the influencing factors of refined knowledge service quality, using survey questionnaires to collect relevant data, using Spss tools and exploratory factor analysis methods, an influencing factor model of knowledge servicequality of government and micro-channel public accounts was constructed. [Result/conclusion] According to the result of the rotation component, the influencing factors of the quality of service of government affairs and WeChat public number are mainly divided into three levels: service process and system operation, knowledge quality and public characteristics and sensory psychological experience, and service type comprehensiveness and service security privacy. The influencing factor index lays the foundation for the development of the government-based WeChat public number knowledge service business.
[Purpose/significance] Under the big data environment, government services gradually shift from information services to knowledge services. In order to better improve the quality of e-government knowledge services, it is necessary to understand the factors that affect the quality of knowledge services of the government and micro-channel public platforms. [Method/process] Mainly on the influencing factors of refined knowledge service quality, using survey questionnaires to collect relevant data, using Spss tools and exploratory factor analysis methods, an influencing factor model of knowledge servicequality of government and micro-channel public accounts was constructed. [Result/conclusion] According to the result of the rotation component, the influencing factors of the quality of service of government affairs and WeChat public number are mainly divided into three levels: service process and system operation, knowledge quality and public characteristics and sensory psychological experience, and service type comprehensiveness and service security privacy. The influencing factor index lays the foundation for the development of the government-based WeChat public number knowledge service business.
引文
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[14]段尧清,程宁静,肖博.基于政务微信公众号的易得性信息特征研究[J].情报科学,2016,34(7):131-135.
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[17]张静,宁岩,姜永常.Web2.0环境下知识服务的创新发展---基于知识构建机制的视角[J].情报科学,2014,32(7):44-49.
[18]网站用户体验设计与优化指南[EB/OL].[2015-10-16].http://www.woshipm.com/pd/219305.htm.
[2]中国互联网络信息中心(CNNIC)第41次《中国互联网发展状况统计报告》[EB/OL].[2018-01-31].http://tech.sina.com.cn/i/2018-01-31/doc-ifyrcsrv9714983.htm.
[3]BWALYA K J.Factors affecting adoption of e-Government in Zambia[J].Electronic journal of information systems in developing countries,2009,38(4):1-13.
[4]PAPADOMICHELAKI X,MNTZAS G.e-GovQual:a multiple-item scale for assessing e-Government service quality[J].Government information quarterly,2012,29(1):98-109.
[5]VERDEGEM P,VERLEYE G.User-centered e-Government in practice:a comprehensive model for measuring user satisfaction[J].Government information quarterly,2009,26(3):487-497.
[6]SHAREEF M A,ARCHER N,DWIVED I.An empirical investigation of electronic government service quality:from the demand-side stakeholder perspective[J].Total quality management&business excellence,2015,26(3/4):339-354.
[7]AL-HUBAISHI H S,AHMAD S Z,HUSSAIN M.Exploring mobile government from the service quality perspective[J].Journal of enterprise information management,2017,30(1):4-16.
[8]孙艳丽,周海燕,赵艳丽.基于用户需求的档案知识服务平台及保障体系建设研究[J].情报科学,2013,31(10):88-92.
[9]徐晨琛.基于门户网站的电子政务知识服务研究[D].武汉:华中师范大学,2011.
[10]李霞.知识服务平台构建的若干问题研究[D].沈阳:东北大学,2008.
[11]闫奕文,张海涛,王丹,等.信息生态视角下政务微信信息传播的关键影响因素识别研究[J].情报科学,2017,35(10):109-115,124.
[12]李宗富.信息生态视角下政务微信信息服务模式与服务质量评价研究[D].长春:吉林大学,2017.
[13]柳思思.北京政务微信的推广机制研究[J].电子政务,2016(11):71-77.
[14]段尧清,程宁静,肖博.基于政务微信公众号的易得性信息特征研究[J].情报科学,2016,34(7):131-135.
[15]陈振坤.广西县区级政务微信扩散影响因素研究[D].南宁:广西大学,2016.
[16]谢灵子.电子政务效能---以政务微信“深圳发布”为例[J].新闻研究导刊,2016,7(15):321,325.
[17]张静,宁岩,姜永常.Web2.0环境下知识服务的创新发展---基于知识构建机制的视角[J].情报科学,2014,32(7):44-49.
[18]网站用户体验设计与优化指南[EB/OL].[2015-10-16].http://www.woshipm.com/pd/219305.htm.