基于MUSA模型的政府网站知识服务质量用户满意度实证研究
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摘要
[目的/意义]通过对市级政府网站知识服务质量评价进行实证研究,为政府网站知识服务质量的提升、优化提供数据支持和参考。[方法/过程]通过文献搜集及问卷调查确立政府网站知识服务质量评价标准,应用MUSA模型和标杆管理法,对市级政府网站知识服务质量进行满意度实证研究分析。[结果/结论]实际获得3个市级政府网站知识服务质量用户满意度的测评结果,定位每个政府网站在知识服务过程中的竞争优势、竞争劣势、薄弱之处以及需要优先改善的地方。
[Purpose/significance] Through the evaluation of municipal governments' website knowledge service quality, this paper hopes to provide data support and reference for the improvement and optimization of government website knowledge service quality. [Method/process] Through the literature collecting and questionnaire surveys, this paper establishes evaluation standards for the quality of knowledge services on government websites. Then, using the MUSA model and benchmarking management methods,we conduct an empirical analysis on the satisfaction of the municipal governments' website knowledge service quality. [Result/conclusion] The evaluation results of the user satisfaction of the three municipal government websites' knowledge service quality are actually obtained, and the position of each government website is positioned in terms of its competitive advantage, disadvantages, weaknesses, and priorities for improvement in the knowledge service process.
[Purpose/significance] Through the evaluation of municipal governments' website knowledge service quality, this paper hopes to provide data support and reference for the improvement and optimization of government website knowledge service quality. [Method/process] Through the literature collecting and questionnaire surveys, this paper establishes evaluation standards for the quality of knowledge services on government websites. Then, using the MUSA model and benchmarking management methods,we conduct an empirical analysis on the satisfaction of the municipal governments' website knowledge service quality. [Result/conclusion] The evaluation results of the user satisfaction of the three municipal government websites' knowledge service quality are actually obtained, and the position of each government website is positioned in terms of its competitive advantage, disadvantages, weaknesses, and priorities for improvement in the knowledge service process.
引文
[1]中国互联网络信息中心(CNNIC)第41次《中国互联网发展状况统计报告》[EB/OL].[2018-01-31].http://tech.sina.com.cn/i/2018-01-31/doc-ifyrcsrv9714983.htm.
[2]胡海波,高鹏.基于知识融合的电子政务知识服务模式及系统模型[J].情报工程,2018,4(1):31-41.
[3]伍革新,翟姗姗,程秀峰.基于用户兴趣聚类的电子政务知识服务研究[J].情报科学,2013,31(3):121-126.
[4]徐晨琛.基于门户网站的电子政务知识服务研究[D].武汉:华中师范大学,2011.
[5]柳巧玲.基于知识网格的电子政务知识服务研究[J].情报杂志,2007(12):54-56.
[6]夏立新,徐晨琛,白华.基于本体的电子政务知识管理研究[J].情报科学,2009,27(11):1607-1611,1618.
[7]张莉莎,龙朝阳,廖蓓蓓.国内外基于知识管理的电子政务研究综述[J].图书情报工作,2012,56(9):136-140.
[8]钱翥.基于知识组织理论的数字信息资源整合---以电子政务为例[J].决策咨询,2011(3):55-58.
[9]洪伟达.基于电子政务信息资源整合的政府组织结构机制研究[J].情报探索,2013(1):32-35.
[10]陈为东,王萍,王益成,等.政府网站信息资源的多维语义知识融合结构体系及策略研究[J].情报理论与实践,2017,40(6):111-116.
[11]黄新平.政府网站信息资源多维语义知识融合研究[D].长春:吉林大学,2017.
[12]BEHZADI H,ISFANDYARI-MOGHADDAM A,SANJI M.E-government portals:a knowledge management study.[J].Electronic Library,2012,30(1):89-102.
[13]HECK U,ROGGER A.Knowledge management for E-servicedelivery-a conceptual approach within E-government[J].Lecture notes in computer science,2004(1):1-8.
[14]韩洁平,樊文燕.吉林省政府门户网站公众满意度评价研究[J].图书情报工作,2011,55(S2):284-286,342.
[15]辛玲.基于公众满意度的政府网站绩效综合评价[J].情报杂志,2008(4):22-24.
[16]杨雅芬.电子政务服务质量评价研究及启示[J].情报资料工作,2013(6):69-74.
[17]VERDEGEM P,VERLEYE G.User-centered E-Government in practice:a comprehensive model for measuring user satisfaction[J].Government information quarterly,2009,26(3):487-497.
[18]ATHMAY A A A A,FANTAZY K,KUMAR V.E-government adoption and user’s satisfaction:an empirical investigation[J].Euromed journal of business,2016,11(1):57-83.
[19]ALAWNEH A,AL-REFAI H,BATIHA K.Measuring user satisfaction from e-Government services:lessons from Jordan[J].Government information quarterly,2013,30(3):277-288.
[20]WONG M,NISHIMOTO H,NISHIGAKI Y,et al.Use of satisfaction-satisfaction matrix(SSM)to evaluate E-Government services from the perspective of Japanese citizens and government service providers[C]//24th Australasian conference on information systems(ACIS).Melbourne:RMIT University,2013:1-10.
[21]刘洪,曾莉,李文林.高校图书馆学科知识服务系统的构建与评价-以南京中医药大学为例[J].高校图书馆工作,2014,34(1):24-27.
[22]赵丹阳.数字档案馆知识服务模式及其评价研究[D].长春:吉林大学,2009.
[23]杨春静,程刚.科技情报机构知识服务能力评价体系研究[J].情报理论与实践,2017,40(7):43-49
[24]赵学金,吴育华.基于结构方程的知识型服务质量的评价方法[J].电子科技大学学报(社科版),2009,11(3):32-36.
[25]于宏国,樊治平,张重阳,等.一种知识服务客户满意度的评价方法[J].东北大学学报(自然科学版),2010,31(5):746-749.
[26]孙小鸥.高校图书馆知识服务绩效评价研究[D].济南:山东大学,2014.
[27]燕珊.基于FAHP方法的高校图书馆知识服务能力评价研究[D].哈尔滨:黑龙江大学,2015.
[28]谢新文.基于本体的模具企业知识集成系统研究[D].武汉:华中科技大学,2011.
[29]王芳,郭丽杰.基于情境模型的手机图书馆个性化服务研究[J].图书馆学研究,2011(7):93-96,101.
[30]文蔚.从均等服务到知识公平:公共图书馆的发展前景与路径[J].商,2013(21):310-311.
[31]薛调.国内图书馆学科知识服务领域演进路径、研究热点与前沿的可视化分析[J].图书情报工作,2012,56(15):9-14.
[32]韩永青.高校图书馆学科知识服务可视化研究---学科思维导图绘制[J].情报科学,2011,29(8):1262-1267.
[33]OCAMPO L,BONGO M,ALINSUB J,et al.Public service quality evaluation with SERVQUAL and AHP-TOPSIS:a case of Philippine government agencies[EB/OL].[2017-12-16].https://www.sciencedirect.com/science/article/pii/S0038012117300678.
[34]ANDALEEB S S,BASU A K.Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry[J].Journal of retailing,1994,70(4):367-381.
[35]GRIGOROUDIS E,SISKOS Y.Preference disaggregation for measuring and analysing customer satisfaction:the MUSA method[J].European journal of operational research,2002,143(1):148-170.
[36]王群.分析型客户关系管理的方法和模型研究[D].长沙:中南大学,2005.
[37]李文佳.基于标杆管理法的LQ公司提升企业管理水平研究[D].济南:山东财经大学,2015.
[2]胡海波,高鹏.基于知识融合的电子政务知识服务模式及系统模型[J].情报工程,2018,4(1):31-41.
[3]伍革新,翟姗姗,程秀峰.基于用户兴趣聚类的电子政务知识服务研究[J].情报科学,2013,31(3):121-126.
[4]徐晨琛.基于门户网站的电子政务知识服务研究[D].武汉:华中师范大学,2011.
[5]柳巧玲.基于知识网格的电子政务知识服务研究[J].情报杂志,2007(12):54-56.
[6]夏立新,徐晨琛,白华.基于本体的电子政务知识管理研究[J].情报科学,2009,27(11):1607-1611,1618.
[7]张莉莎,龙朝阳,廖蓓蓓.国内外基于知识管理的电子政务研究综述[J].图书情报工作,2012,56(9):136-140.
[8]钱翥.基于知识组织理论的数字信息资源整合---以电子政务为例[J].决策咨询,2011(3):55-58.
[9]洪伟达.基于电子政务信息资源整合的政府组织结构机制研究[J].情报探索,2013(1):32-35.
[10]陈为东,王萍,王益成,等.政府网站信息资源的多维语义知识融合结构体系及策略研究[J].情报理论与实践,2017,40(6):111-116.
[11]黄新平.政府网站信息资源多维语义知识融合研究[D].长春:吉林大学,2017.
[12]BEHZADI H,ISFANDYARI-MOGHADDAM A,SANJI M.E-government portals:a knowledge management study.[J].Electronic Library,2012,30(1):89-102.
[13]HECK U,ROGGER A.Knowledge management for E-servicedelivery-a conceptual approach within E-government[J].Lecture notes in computer science,2004(1):1-8.
[14]韩洁平,樊文燕.吉林省政府门户网站公众满意度评价研究[J].图书情报工作,2011,55(S2):284-286,342.
[15]辛玲.基于公众满意度的政府网站绩效综合评价[J].情报杂志,2008(4):22-24.
[16]杨雅芬.电子政务服务质量评价研究及启示[J].情报资料工作,2013(6):69-74.
[17]VERDEGEM P,VERLEYE G.User-centered E-Government in practice:a comprehensive model for measuring user satisfaction[J].Government information quarterly,2009,26(3):487-497.
[18]ATHMAY A A A A,FANTAZY K,KUMAR V.E-government adoption and user’s satisfaction:an empirical investigation[J].Euromed journal of business,2016,11(1):57-83.
[19]ALAWNEH A,AL-REFAI H,BATIHA K.Measuring user satisfaction from e-Government services:lessons from Jordan[J].Government information quarterly,2013,30(3):277-288.
[20]WONG M,NISHIMOTO H,NISHIGAKI Y,et al.Use of satisfaction-satisfaction matrix(SSM)to evaluate E-Government services from the perspective of Japanese citizens and government service providers[C]//24th Australasian conference on information systems(ACIS).Melbourne:RMIT University,2013:1-10.
[21]刘洪,曾莉,李文林.高校图书馆学科知识服务系统的构建与评价-以南京中医药大学为例[J].高校图书馆工作,2014,34(1):24-27.
[22]赵丹阳.数字档案馆知识服务模式及其评价研究[D].长春:吉林大学,2009.
[23]杨春静,程刚.科技情报机构知识服务能力评价体系研究[J].情报理论与实践,2017,40(7):43-49
[24]赵学金,吴育华.基于结构方程的知识型服务质量的评价方法[J].电子科技大学学报(社科版),2009,11(3):32-36.
[25]于宏国,樊治平,张重阳,等.一种知识服务客户满意度的评价方法[J].东北大学学报(自然科学版),2010,31(5):746-749.
[26]孙小鸥.高校图书馆知识服务绩效评价研究[D].济南:山东大学,2014.
[27]燕珊.基于FAHP方法的高校图书馆知识服务能力评价研究[D].哈尔滨:黑龙江大学,2015.
[28]谢新文.基于本体的模具企业知识集成系统研究[D].武汉:华中科技大学,2011.
[29]王芳,郭丽杰.基于情境模型的手机图书馆个性化服务研究[J].图书馆学研究,2011(7):93-96,101.
[30]文蔚.从均等服务到知识公平:公共图书馆的发展前景与路径[J].商,2013(21):310-311.
[31]薛调.国内图书馆学科知识服务领域演进路径、研究热点与前沿的可视化分析[J].图书情报工作,2012,56(15):9-14.
[32]韩永青.高校图书馆学科知识服务可视化研究---学科思维导图绘制[J].情报科学,2011,29(8):1262-1267.
[33]OCAMPO L,BONGO M,ALINSUB J,et al.Public service quality evaluation with SERVQUAL and AHP-TOPSIS:a case of Philippine government agencies[EB/OL].[2017-12-16].https://www.sciencedirect.com/science/article/pii/S0038012117300678.
[34]ANDALEEB S S,BASU A K.Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry[J].Journal of retailing,1994,70(4):367-381.
[35]GRIGOROUDIS E,SISKOS Y.Preference disaggregation for measuring and analysing customer satisfaction:the MUSA method[J].European journal of operational research,2002,143(1):148-170.
[36]王群.分析型客户关系管理的方法和模型研究[D].长沙:中南大学,2005.
[37]李文佳.基于标杆管理法的LQ公司提升企业管理水平研究[D].济南:山东财经大学,2015.