论文部分内容阅读
行政审批作为政府对社会公共事务进行规范管理的一种手段,在建设服务型政府的过程中发挥着越来越重要的作用,现代化的行政审批离不开信息技术与电子政务的具体应用,行政服务中心有效连通了线上申请、办理与面对面办结等各个环节。但关于行政审批的研究绝大部分都以定性分析为主,缺乏定量研究,对于电子政务服务质量的测量也没有统一的维度标准。针对行政审批服务质量及用户满意度,本文面向行政服务中心的服务群体开展了实证研究,引入D&M信息系统成功模型,从信息质量、系统质量、服务质量三个维度对电子政务服务质量进行度量,研究结果对于提高行政审批服务质量具有重要的参考价值。
Administrative examination and approval as an instrument of government’s standardized management of social public affairs plays an increasingly important role in the process of building a service-oriented government. Modern administrative examination and approval can not be separated from the concrete application of information technology and e-government. Administration The service center is effectively connected to online applications, handling and face-to-face links and other links. However, most of the studies on administrative examination and approval are qualitatively analyzed, and lack of quantitative research. There is no uniform standard for the measurement of the service quality of e-government. In view of the service quality of administrative examination and approval and customer satisfaction, this paper conducts an empirical research for the service groups of administrative service centers, introduces the successful model of D & M information system, and measures the service quality of e-government from the three dimensions of information quality, system quality and service quality, The research results have important reference value for improving the service quality of administrative examination and approval.