基于公众感知的政府应急网站信息服务质量可拓性评价研究  

A Study on the Evaluation of Topicality of Information Service Quality of Government Emergency Website Based on Public Perception

作　　者：王羽西 于兴尚 徐中阳 WANG Yuxi;YU Xingshang;XU Zhongyang(School of Public Administration,Sichuan University,Chengdu 610065,China;School of Management,Hangzhou Dianzi University,Hangzhou 310018,China)

机构地区：[1]四川大学公共管理学院,四川成都610065 [2]杭州电子科技大学管理学院,浙江杭州310018

出　　处：《情报科学》2024年第9期155-164,177,共11页Information Science

基　　金：国家社会科学基金重大项目“基于大数据的科教评价信息云平台构建和智能服务研究”(19ZDA348)

摘　　要：【目的/意义】从公众感知角度探究政府应急网站的信息服务质量,为优化应急网站信息服务的质量和效果,实现政府与公众之间的双向沟通提供理论和实践指导。【方法/过程】分析国内外信息服务质量评价相关研究,结合政府应急网站信息服务的特点,在SERVQUAL模型的基础上构建政府应急网站信息服务质量评价体系,继而运用物元可拓法对我国31个省级政府应急网站的信息服务情况展开实证研究。【结果/结论】从政府应急网站信息服务质量评价指标体系中有形性、可靠性、响应性、保证性、移情性、交互性6个维度对各省政府应急网站进行比较分析,根据评价结果提出相应的信息服务策略。【创新/局限】文章从公众的实际体验出发,对我国省级政府应急网站信息服务质量进行可拓性评价分析,后续研究将进一步完善评价指标体系,扩大样本调查数量,以提高评价结果的准确性。【Purpose/significance】To explore the information service quality of government emergency websites from the perspective of public perception,to provide theoretical and practical guidance for optimizing the quality and effect of information services on emergency websites and realizing two-way communication between the government and the public.【Method/process】Analyzing the related research on information service quality evaluation at home and abroad,combining the characteristics of information service of government emergency website,constructing the information service quality evaluation system of government emergency website on the basis of SERVQUAL model,and then conducting empirical research on the information service situation of 31 provincial government emergency websites in China by using the object meta-topology method.【Result/conclusion】Comparative analysis of provincial government emergency websites from the six dimensions of tangibility,reliability,responsiveness,assurance,empathy,and interactivity in the evaluation index system of information service quality of government emergency websites,and proposal of corresponding information service strategies based on the evaluation results.【Innovation/limitation】The article analyzes the information service quality of China′s provincial government emergency response websites from the public′s actual experience in terms of topicality evaluation,and the subsequent research will further improve the evaluation index system and expand the number of sample surveys in order to improve the accuracy of the evaluation results.

关 键 词：应急网站 应急信息 信息服务质量 物元可拓模型 可拓性评价 

分 类 号：G250.2[文化科学—图书馆学]