“互联网+政务服务”体验影响机理研究——基于系统建构及用户价值感知视角  

Influence Mechanism of“Internet+Government Service”Experience—From the Perspective of System Construction and User Value Perception

作　　者：黄杰 魏诗强 方铭 HUANG Jie;WEI Shiqiang;FANG Ming(College of International Tourism and Public Administration,Hainan University,Haikou 570228,China;School of Public Administration and Policy,Renmin University of China,Beijing 100872,China)

机构地区：[1]海南大学国际旅游与公共管理学院,海口570228 [2]海南开放大学海口学院,海口570208

出　　处：《海南热带海洋学院学报》2024年第4期87-98,共12页Journal of Hainan Tropical Ocean University

基　　金：国家社会科学基金项目(22XGL005);海南省普通高等学校研究生创新科研课题(Qhys2023-34)。

摘　　要：“互联网+政务服务”改革是提升政务服务质量,优化营商环境的突破口。通过以系统建构视角以及价值感知视角切入讨论“互联网+政务服务”用户体验影响机理,得出信息质量、系统质量、服务质量、感知成本、感知收益等因素显著影响“互联网+政务服务”体验的结果。据此提出以优化系统建构质量为抓手,提升感知价值为根基增强用户“互联网+政务服务”体验的建议,助力数字政府建设。The“internet+government service”reform is a breakthrough to improve the quality of government service and optimize the business environment.By discussing the influence mechanism of“internet+government service”user experience from the perspective of system construction and value perception,we conclude that information quality,system quality,service quality,perceived cost,perceived benefit and other factors significantly affect“internet+government service”experience.Therefore,suggestions are put forward about taking optimizing the quality of system construction as the focus point and improving the perceived value as the basis to enhance user’s“internet+government service”experience,so as to help the construction of a digital government。

关 键 词：“互联网+政务服务” 体验 VAM模型 D&M模型 

分 类 号：D035[政治法律—政治学]