A study on citizen satisfaction evaluation model of Chinese municipal government online services

被引：0
|
作者：
Hao Yuan-Yuan [1 ]
Li Yi-Jun [1 ]
Qi Wei [1 ]
Ye Qiang [1 ]
机构：
[1] Harbin Inst Technol, Sch Management, Harbin 150001, Heilongjiang, Peoples R China
来源：
PROCEEDINGS OF 2007 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING (14TH) VOLS 1-3 | 2007年
关键词：
citizen satisfaction; e-government; online services; public service ACSI model;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Service acceptor satisfaction evaluation offers a new approach for assessing e-government online services. However, few studies of this kind have been published in e-government service research field in China. Despite American Customer Satisfaction Index (ACSI) Model can provide the scientific model and methods for this kind of research, it has been pointed powerless to offer more specific information for service improvements in recent years. Thus, this paper aims to improve ACSI model and further establish a model for evaluating Chinese municipal government online services, by identifying and adding five quality factors (site usability and ease-of-use, functional service, information service, transaction service and democracy content) and relative measures. The new model is validated by satisfaction survey data on Harbin government portal online services. Then the results of model parameter estimations are analyzed for presenting a series of implications. Finally, limitations of this study and future research directions are presented.
引用
收藏
页码：186 / 191
页数：6
相关论文
共 50 条
  • [1] Analysis of Citizen Satisfaction in Municipal Services
    Fernando Romero-Subia, Jose
    Antonio Jimber-del Rio, Juan
    Salome Ochoa-Rico, Maria
    Vergara-Romero, Arnaldo
    [J]. ECONOMIES, 2022, 10 (09)
  • [2] The Impacts of Online Grassroots Criticism on Citizen Satisfaction With Government: An Inconsistent Mediation Model
    Wang, Tianjiao
    Shen, Fei
    [J]. INTERNATIONAL JOURNAL OF COMMUNICATION, 2017, 11 : 113 - 136
  • [3] Evaluation of urban management performance based on citizen satisfaction with municipal services in city of Tehran
    Goharipour, Hamed
    Karimi, Mahdi
    [J]. SOCIAL SCIENCE AND HUMANITY, PT TWO, 2011, 5 : 71 - +
  • [4] RESPONDENT CHARACTERISTICS IN CITIZEN EVALUATION OF MUNICIPAL SERVICES
    TAN, G
    MURRELL, S
    [J]. SOCIAL INDICATORS RESEARCH, 1984, 14 (01) : 29 - 52
  • [5] Increasing citizen satisfaction with municipal services: the function of intangible factors
    Hanna Gendel-Guterman
    Miriam Billig
    [J]. International Review on Public and Nonprofit Marketing, 2021, 18 : 171 - 186
  • [6] Increasing citizen satisfaction with municipal services: the function of intangible factors
    Gendel-Guterman, Hanna
    Billig, Miriam
    [J]. INTERNATIONAL REVIEW ON PUBLIC AND NONPROFIT MARKETING, 2021, 18 (02) : 171 - 186
  • [7] E-government services evaluation from citizen satisfaction perspective A case of Afghanistan
    Anwer, Mohammad Anwer
    Esichaikul, Vatcharaporn
    Rehman, Mariam
    Anjum, Maria
    [J]. TRANSFORMING GOVERNMENT- PEOPLE PROCESS AND POLICY, 2016, 10 (01) : 139 - 167
  • [8] Inter-Municipal Cooperation and Satisfaction with Services: Evidence from the Norwegian Citizen Study
    Holum, Marthe L.
    Jakobsen, Tor G.
    [J]. INTERNATIONAL JOURNAL OF PUBLIC ADMINISTRATION, 2016, 39 (08) : 597 - 609
  • [9] CITIZEN'S SATISFACTION WITH MUNICIPAL GOVERNMENT WHEN PARTICIPATING IN PUBLIC GOVERNANCE
    de Castro Aragao, Marcio Cesar
    Conceicao de Souza, Ariel Antonio
    [J]. REVISTA GESTAO & TECNOLOGIA-JOURNAL OF MANAGEMENT AND TECHNOLOGY, 2021, 21 (03): : 74 - 96
  • [10] SOCIAL RESPONSIBILITY OF THE MUNICIPAL GOVERNMENT WITH THE ENVIRONMENT AND PUBLIC SERVICES: CITIZEN PERCEPTION
    Mezquita, E. C. Z.
    Lopez-Mateo, C.
    Rios-Manriquez, M.
    Sanchez-Fernandez, M. D.
    [J]. HOLOS, 2020, 36 (07)
12345