政府网站的公众满意度研究——以广州市某政府网站为例

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1、政府网站的公众满意度研究——以广州市某政府网站为例AbstractE-governmentisanactivityaimingatmanagementandservice.Bymeansofe-government,theauthoritiescandeliveryinformationpromptly,andprovidepublicservicemoreefficientlyaswellasensurethejusticeandfairnessofpublicservices,soastoimprovepublicserviceandupgradeimageofgover

2、nment.Governmentwebsitesarethemaincarrierofthiskindofactivity,facingdifferentkindsofsubjectsinsociety??citizens,enterprisesandgovernmentitself.InChina,governmentwebsitesareincreasingtheirservicelevelmainlyinquantities.Toimproveservicestandardinquality,weshouldfeasiblyfulfillthegoalof“user-c

3、entered”inthedevelopmentofe-governmentTherefore,bringinginrelatedtheorieslikecustomersatisfaction,thispaperhasemphasizedonthefactorsanalysisofcitizensatisfactiontowardsgovernmentwebsites,aftertheresearchofthecharacteristicsofe-governmentanditsuser;thenbasedoninterviewsandquestionnairepre-su

4、rvey,thispaperhasbuiltacitizensatisfactionindex;finally,theindexhasbeenrevisedbydataanalysis,meanwhile,therelationshipbetweensatisfactionanditsinfluencingfactors,demographicvariablesandsatisfactionhavebeenstudiedinordertoinvestigateeffectivewaysofadvancinge-governmentKeywords:E-government;G

5、overnmentWebsite;CitizenSatisfaction;IndexSystemII目录中文摘要……………………………………………………………………………………………………Ⅰ英文摘要……………………………………………………………………………………………………Ⅱ目录…………………………………………………………………………………………………………Ⅲ索引…………………………………………………………………………………………………………Ⅴ1绪论………………………………………………………………………………………………………(1)1.1研究背景与意义………………………………

6、………………………………………………………(1)1.2文献综述………………………………………………………………………………………………(3)1.3研究内容………………………………………………………………………………………………(11)2研究构想………………………………………………………………………………………………(12)2.1研究对象………………………………………………………………………………………………(12)2.2研究方法………………………………………………………………………………………………(12)2.3研究流程…………………………………………………………………………

7、……………………(12)2.4数据分析方法…………………………………………………………………………………………(13)3指标体系构建…………………………………………………………………………………………(15)3.1电子政务的特征分析…………………………………………………………………………………(15)3.2电子政务用户的特征分析……………………………………………………………………………(17)3.3影响满意度的因素分析………………………………………………………………………………(20)3.4构建指标体系