G2C电子政务服务质量促进用户持续使用的机制——方法目的链视角

被引：11

作者：

陈振娇

徐芳俐

顾媛

宋梦梦

机构：

[1] 北京理工大学管理与经济学院

来源：

情报科学 | 2017年 / 35卷 / 09期

关键词：

G2C模式; MEC理论; 实用需求; 心理需求; 持续使用意向;

D O I：

10.13833/j.cnki.is.2017.09.015

中图分类号：

D63 [国家行政管理];

学科分类号：

1204 ; 120401 ;

摘要：

【目的/意义】借鉴营销学方法目的链理论MEC(Means-End Chain)以探索G2C(Government to Citizen)电子政务服务质量,如何满足市民实用需求和心理需求,来促进市民持续使用意向的中介过程。【方法/过程】本研究向使用过G2C服务的市民收集了180份有效问卷,并进行统计分析。【结论/结果】研究结果表明:G2C信息服务质量ISQ(Information service quality)和办事服务质量TSQ(Transaction service quality)对市民持续使用意向有显著正向影响;使用服务满足市民的实用需求(便捷性、有用性)和心理需求(可信度、透明度)完全中介了ISQ和TSQ对持续使用意向的正向影响。研究结论对如何根据市民需求改进G2C服务质量提供重要启示。

引用

页码：90 / 95

页数：6

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