基于S-O-R理论的移动政务APP用户使用意愿影响因素研究
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摘要
【目的/意义】探究影响移动政务APP用户使用意愿的影响因素以及内在作用机理,提高移动政务用户的使用体验。【方法/过程】以S-O-R理论为基础,从外部刺激和内部转化两方面出发,构建移动政务APP用户使用意愿影响因素模型,据此设计调查问卷并进行实证研究。【结果/结论】感知有用性、相对优势和满意度对移动政务APP用户的使用意愿产生直接显著的影响,信息质量、系统质量和服务质量会间接影响移动政务APP用户的使用意愿。最后,从提高用户使用意愿的视角,提出重视移动政务APP的实用性和功能性的发展建议。
【Purpose/significance】To explore the influencing factors and internal mechanism of mobile government APP users' intention, and improve the use experience.【Method/process】Constructed an influencing factors model of mobile government APP users intention from the aspects of external stimulus and internal transformation, based on the S-O-R theory. A questionnaires was designed, and an empirical research was conducted.【Result/conclusion】Perceived usefulness, relative advantage and satisfaction have directly significant impacts on users' intention. Information quality, system quality and service quality have indirectly effects on users' intention. Finally, some suggestions for the development of the practicability and functionality of mobile government APP were pointed out, from the perspective of facilitating users' usage.
【Purpose/significance】To explore the influencing factors and internal mechanism of mobile government APP users' intention, and improve the use experience.【Method/process】Constructed an influencing factors model of mobile government APP users intention from the aspects of external stimulus and internal transformation, based on the S-O-R theory. A questionnaires was designed, and an empirical research was conducted.【Result/conclusion】Perceived usefulness, relative advantage and satisfaction have directly significant impacts on users' intention. Information quality, system quality and service quality have indirectly effects on users' intention. Finally, some suggestions for the development of the practicability and functionality of mobile government APP were pointed out, from the perspective of facilitating users' usage.
引文
1 胡广伟,白玥,姚笛等.政府电子服务能力指数报告[R].北京:中国社会科学出版社, 2018.
2 颜云霞.政务服务“上线”更要“上心”[N].新华日报,2018-07-20(001).
3 李建昊,郑磊.移动互联网时代的政府服务创新研究——以韩国首尔市政府移动客户端应用为例[J].电子政务,2015,(3):33-37.
4 Allen B A, Juillet L, Paquet G, et al. E-governance&government on-line in Canada:partnerships, people&prospects[J]. Government Information Quarterly,2001, 18(2):93-104.
5 Mccright A M, Dunlap R E, Xiao C. Perceived scientific agreement and support for action on climate change in the USA[J]. Climatic Change, 2013, 119(2):511-518.
6 费军,贾慧真.智慧政府视角下政务APP提供公共服务平台路径选择[J].电子政务, 2015,(9):31-38.
7 赵玉攀,杨兰蓉.公众采纳政务APP影响因素及实证研究[J].情报杂志, 2015, 34(7):195-201.
8 朱多刚,郭俊华.基于UTAUT模型的移动政务采纳模型与实证分析[J].情报科学, 2016, 34(9):110-114.
9 Liu Y, Li H, Kostakos V, et al. An empirical investigation of mobile government adoption in rural china:a case study in Zhejiang province[J]. Government Information Quarterly, 2014, 31(3):432-442.
10 Mehrabian A, Russell J A. An approach to environmental psychology[M]. Cambridge:The MIT Press, 1974.
11 徐孝娟,赵宇翔,吴曼丽,等. S-O-R理论视角下的社交网站用户流失行为实证研究[J].情报杂志, 2017, 36(7):188-194.
12 Donovan R J, Rossiter J R. Store Atmosphere:An environ mental psychology approach[J]. Journal of Retailing, 1982,58(1):34-57.
13 张敏,唐国庆,张艳.基于S-O-R范式的虚拟社区用户知识共享行为影响因素分析[J].情报科学,2017,35(11):149-155.
14 孟猛,朱庆华.数字图书馆信息质量、系统质量与服务质量整合研究[J].现代情报,2017,37(8):3-11.
15 陈振娇,徐芳俐,顾媛,等. G2C电子政务服务质量促进用户持续使用的机制——方法目的链视角[J].情报科学,2017,35(9):90-95.
16 Huang R T. What motivates people to continuously post selfies? The moderating role of perceived relative advantage[J]. Computers in Human Behavior, 2018,(80):103-111.
17 Gefen D, Karahanna E, Straub D W. Trust and TAM in online shopping:an integrated model[J]. MIS Quarterly,2003, 27(1):51-90.
18 Wirtz B W, Daiser P. A Meta-analysis of empirical e-government research and its future research implications[J]. International Review of Administrative Sciences, 2018, 84(1):144-163.
19 朱多刚,郭俊华.基于TAM模型的移动政务用户满意度研究[J].情报科学, 2016, 34(7):141-146.
20 Xu J, Benbasat I, Cenfetelli R T. Integrating service quality with system and information quality:an empirical test in the e-service context[J]. MIS Quarterly, 2013, 37(3):337-352.
21 钱丽,王永,黄海,等.“互联网+政务”服务公众采纳模型的研究[J].情报科学,2016,34(10):141-146.
22 Colesca S E, Dobrica L. Adoption and use of e-government services:the case of Romania[J]. Journal of Applied Research and Technology, 2008, 6(3):204-217.
23 Xie Q, Song W, Peng X, et al. Predictors for e-government adoption:integrating tam, tpb, trust and perceived risk[J]. The Electronic Library, 2017, 35(1):2-20.
24 吴明隆.结构方程模型:AMOS的操作与应用[M].重庆:重庆大学出版社, 2010.
25 袁顺波.科研人员采纳自存储的影响因素研究[J].图书情报知识,2014,(2):72-83.
2 颜云霞.政务服务“上线”更要“上心”[N].新华日报,2018-07-20(001).
3 李建昊,郑磊.移动互联网时代的政府服务创新研究——以韩国首尔市政府移动客户端应用为例[J].电子政务,2015,(3):33-37.
4 Allen B A, Juillet L, Paquet G, et al. E-governance&government on-line in Canada:partnerships, people&prospects[J]. Government Information Quarterly,2001, 18(2):93-104.
5 Mccright A M, Dunlap R E, Xiao C. Perceived scientific agreement and support for action on climate change in the USA[J]. Climatic Change, 2013, 119(2):511-518.
6 费军,贾慧真.智慧政府视角下政务APP提供公共服务平台路径选择[J].电子政务, 2015,(9):31-38.
7 赵玉攀,杨兰蓉.公众采纳政务APP影响因素及实证研究[J].情报杂志, 2015, 34(7):195-201.
8 朱多刚,郭俊华.基于UTAUT模型的移动政务采纳模型与实证分析[J].情报科学, 2016, 34(9):110-114.
9 Liu Y, Li H, Kostakos V, et al. An empirical investigation of mobile government adoption in rural china:a case study in Zhejiang province[J]. Government Information Quarterly, 2014, 31(3):432-442.
10 Mehrabian A, Russell J A. An approach to environmental psychology[M]. Cambridge:The MIT Press, 1974.
11 徐孝娟,赵宇翔,吴曼丽,等. S-O-R理论视角下的社交网站用户流失行为实证研究[J].情报杂志, 2017, 36(7):188-194.
12 Donovan R J, Rossiter J R. Store Atmosphere:An environ mental psychology approach[J]. Journal of Retailing, 1982,58(1):34-57.
13 张敏,唐国庆,张艳.基于S-O-R范式的虚拟社区用户知识共享行为影响因素分析[J].情报科学,2017,35(11):149-155.
14 孟猛,朱庆华.数字图书馆信息质量、系统质量与服务质量整合研究[J].现代情报,2017,37(8):3-11.
15 陈振娇,徐芳俐,顾媛,等. G2C电子政务服务质量促进用户持续使用的机制——方法目的链视角[J].情报科学,2017,35(9):90-95.
16 Huang R T. What motivates people to continuously post selfies? The moderating role of perceived relative advantage[J]. Computers in Human Behavior, 2018,(80):103-111.
17 Gefen D, Karahanna E, Straub D W. Trust and TAM in online shopping:an integrated model[J]. MIS Quarterly,2003, 27(1):51-90.
18 Wirtz B W, Daiser P. A Meta-analysis of empirical e-government research and its future research implications[J]. International Review of Administrative Sciences, 2018, 84(1):144-163.
19 朱多刚,郭俊华.基于TAM模型的移动政务用户满意度研究[J].情报科学, 2016, 34(7):141-146.
20 Xu J, Benbasat I, Cenfetelli R T. Integrating service quality with system and information quality:an empirical test in the e-service context[J]. MIS Quarterly, 2013, 37(3):337-352.
21 钱丽,王永,黄海,等.“互联网+政务”服务公众采纳模型的研究[J].情报科学,2016,34(10):141-146.
22 Colesca S E, Dobrica L. Adoption and use of e-government services:the case of Romania[J]. Journal of Applied Research and Technology, 2008, 6(3):204-217.
23 Xie Q, Song W, Peng X, et al. Predictors for e-government adoption:integrating tam, tpb, trust and perceived risk[J]. The Electronic Library, 2017, 35(1):2-20.
24 吴明隆.结构方程模型:AMOS的操作与应用[M].重庆:重庆大学出版社, 2010.
25 袁顺波.科研人员采纳自存储的影响因素研究[J].图书情报知识,2014,(2):72-83.