电子政务公民采纳研究
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摘要
“以公众为中心”是电子政务建设的基本原则。电子政务潜在利益的全部实现,在很大程度上取决于公民的采纳与使用行为。研究公民采纳电子政务的心理和行为特征,分析电子政务公民采纳行为影响因素的构成是政府和学术界关注的热点。
论文采用文献分析与实证研究相结合的方法,在回顾信息技术采纳理论和电子政务公民采纳研究现状的基础上,紧紧围绕两个基本问题：有哪些因素影响公民采纳电子政务服务?有哪些因素驱动政府门户网站用户的持续使用?具体开展了如下研究工作。
从分析个体采纳过程的研究模型入手,结合电子政务的特点,对电子政务公民采纳过程进行划分,提出公民对电子政务的采纳过程主要包括电子政务服务方式采纳和政府门户网站的持续使用这两个关键阶段,并在此基础上提出了一个基于过程的电子政务公民采纳研究框架。
在理论研究的基础上,从环境特征、技术特征、个人特征三个方面分析公民采纳电子政务服务的影响因素,使用多维度采纳意向构建了电子政务服务公民采纳模型,并通过实证数据探索性地在基本信息、信息交流、事务处理三个服务层次上对模型进行了分析检验,结果表明基本信息服务采纳意向的显著影响因素是：相对优势和相容性、自我效能、认知度。信息交流服务采纳意向的显著影响因素是：网络外部性、相对优势和相容性、自我效能、对政府的信任。事务处理服务采纳意向的显著影响因素是：相对优势和相容性、自我效能、感知信任。感知信任的三个前因按影响大小分别为：对互联网的信任、对政府的信任和认知度。
以IS持续使用模型和DeLone&McLean信息系统成功模型为基础,结合电子政务服务质量方面的研究,构建了政府门户网站用户采纳模型。通过实证数据对模型进行了分析检验,结果表明用户满意和感知有用性是政府门户网站用户持续使用意向的两个直接前因,同时感知有用性也会通过用户满意间接影响用户持续使用意向；信息质量、功能与设计、可靠性,这三个服务质量维度通过用户满意和感知有用性间接影响用户持续使用意向,但影响程度不同,而安全与隐私通过感知有用性间接影响用户持续使用意向；信息质量对用户持续使用意向的影响最大,设计与功能、可靠性次之,安全与隐私最小。将政府门户网站用户分为基本信息用户、信息交流用户、事务处理用户,在三类用户样本中验证了模型的普遍适用性,并分别进行了路径分析,结果表明三类用户模型路径系数及其显著性均存在差异。综合考察服务质量维度对持续使用意向的间接影响总和,信息质量、设计与功能、可靠性分别对三类用户的持续使用意向产生最大的正向影响。
In e-government, "Citizen-centered" is and should be the guiding principle for e-government development and implementation. The full potential benefits of e-government largely depend on citizen's adoption and usage behavior. The psychological and behavioral characteristics of citizen adoption of e-government, and the factors affecting citizen adoption of e-government become the focus of attention of governments and academia.
Based on theories of IT adoption and literature review, this study is designed to answer the following two research questions:What are the factors that affect citizen to adopt e-government services? What are the factors that drive government portal user's continuous use? The main contributions of this study are as follows.
First, by analyzing the research models of individual adoption process, combined with the characteristics of G2C e-government (Government to Citizen), this study categorizes the citizen's adoption process of e-government, and proposes that the citizen's adoption process of e-government mainly consists of two phases:the adoption of e-government services and the continuous use of government portals. On the basis, a research framework of citizen adoption e-government is proposed.
Second, on the basis of theoretical studies, from the environmental, technical and individual perspectives, with a multi-dimensional adoption intention, this study constructs a model for citizen adoption of e-government services in China, and empirically validates the model at the three service levels, i.e., basic information, information exchange, transaction processing services. The results show that relative advantage&compatibility, self-efficacy and awareness play significant roles in citizen's adoption intention at the basic information level. Network externality, relative advantage&compatibility, self-efficacy and trust in government play significant roles in citizen's adoption intention at the information exchange level. Relative advantage&compatibility, self-efficacy and perceived trust play significant roles in citizen's adoption intention at transaction processing level. The three antecedents of perceived trust, which in the order of significance are trust in Internet, trust in government and awareness.
Third, based on IS Continuance Model (ISCM) and DeLone& McLean IS Success Model, and the studies of e-government service quality, this study develops a model for user adoption of e-government portals, and examines the model by empirical data. The results show that user satisfaction and perceived usefulness are the two direct antecedents of e-government portals user's continuance intention, while perceived usefulness also influences user's continuance intention indirectly via user satisfaction. Information quality, function&design and reliability, the three dimensions of service quality, influence user's continuance intention indirectly via user satisfaction and perceived usefulness, but their degrees of influence are different, while security&privacy influences user's continuance intention indirectly via perceived usefulness. The effect of information quality on user's continuance intention is the greatest, function&design and reliability have less effect, and security&privacy has the least effect. E-government portal users are categorized into basic information users, information exchange users, transaction processing users. The general applicability of the model is validated and path analyses are conducted in the samples of the three types of users. The results show that the path coefficients and their significance are different in the three user-type models. As a whole, information quality, function&design and reliability have greatest positive effect on continuance intention of the three types of users respectively.
论文采用文献分析与实证研究相结合的方法,在回顾信息技术采纳理论和电子政务公民采纳研究现状的基础上,紧紧围绕两个基本问题：有哪些因素影响公民采纳电子政务服务?有哪些因素驱动政府门户网站用户的持续使用?具体开展了如下研究工作。
从分析个体采纳过程的研究模型入手,结合电子政务的特点,对电子政务公民采纳过程进行划分,提出公民对电子政务的采纳过程主要包括电子政务服务方式采纳和政府门户网站的持续使用这两个关键阶段,并在此基础上提出了一个基于过程的电子政务公民采纳研究框架。
在理论研究的基础上,从环境特征、技术特征、个人特征三个方面分析公民采纳电子政务服务的影响因素,使用多维度采纳意向构建了电子政务服务公民采纳模型,并通过实证数据探索性地在基本信息、信息交流、事务处理三个服务层次上对模型进行了分析检验,结果表明基本信息服务采纳意向的显著影响因素是：相对优势和相容性、自我效能、认知度。信息交流服务采纳意向的显著影响因素是：网络外部性、相对优势和相容性、自我效能、对政府的信任。事务处理服务采纳意向的显著影响因素是：相对优势和相容性、自我效能、感知信任。感知信任的三个前因按影响大小分别为：对互联网的信任、对政府的信任和认知度。
以IS持续使用模型和DeLone&McLean信息系统成功模型为基础,结合电子政务服务质量方面的研究,构建了政府门户网站用户采纳模型。通过实证数据对模型进行了分析检验,结果表明用户满意和感知有用性是政府门户网站用户持续使用意向的两个直接前因,同时感知有用性也会通过用户满意间接影响用户持续使用意向；信息质量、功能与设计、可靠性,这三个服务质量维度通过用户满意和感知有用性间接影响用户持续使用意向,但影响程度不同,而安全与隐私通过感知有用性间接影响用户持续使用意向；信息质量对用户持续使用意向的影响最大,设计与功能、可靠性次之,安全与隐私最小。将政府门户网站用户分为基本信息用户、信息交流用户、事务处理用户,在三类用户样本中验证了模型的普遍适用性,并分别进行了路径分析,结果表明三类用户模型路径系数及其显著性均存在差异。综合考察服务质量维度对持续使用意向的间接影响总和,信息质量、设计与功能、可靠性分别对三类用户的持续使用意向产生最大的正向影响。
In e-government, "Citizen-centered" is and should be the guiding principle for e-government development and implementation. The full potential benefits of e-government largely depend on citizen's adoption and usage behavior. The psychological and behavioral characteristics of citizen adoption of e-government, and the factors affecting citizen adoption of e-government become the focus of attention of governments and academia.
Based on theories of IT adoption and literature review, this study is designed to answer the following two research questions:What are the factors that affect citizen to adopt e-government services? What are the factors that drive government portal user's continuous use? The main contributions of this study are as follows.
First, by analyzing the research models of individual adoption process, combined with the characteristics of G2C e-government (Government to Citizen), this study categorizes the citizen's adoption process of e-government, and proposes that the citizen's adoption process of e-government mainly consists of two phases:the adoption of e-government services and the continuous use of government portals. On the basis, a research framework of citizen adoption e-government is proposed.
Second, on the basis of theoretical studies, from the environmental, technical and individual perspectives, with a multi-dimensional adoption intention, this study constructs a model for citizen adoption of e-government services in China, and empirically validates the model at the three service levels, i.e., basic information, information exchange, transaction processing services. The results show that relative advantage&compatibility, self-efficacy and awareness play significant roles in citizen's adoption intention at the basic information level. Network externality, relative advantage&compatibility, self-efficacy and trust in government play significant roles in citizen's adoption intention at the information exchange level. Relative advantage&compatibility, self-efficacy and perceived trust play significant roles in citizen's adoption intention at transaction processing level. The three antecedents of perceived trust, which in the order of significance are trust in Internet, trust in government and awareness.
Third, based on IS Continuance Model (ISCM) and DeLone& McLean IS Success Model, and the studies of e-government service quality, this study develops a model for user adoption of e-government portals, and examines the model by empirical data. The results show that user satisfaction and perceived usefulness are the two direct antecedents of e-government portals user's continuance intention, while perceived usefulness also influences user's continuance intention indirectly via user satisfaction. Information quality, function&design and reliability, the three dimensions of service quality, influence user's continuance intention indirectly via user satisfaction and perceived usefulness, but their degrees of influence are different, while security&privacy influences user's continuance intention indirectly via perceived usefulness. The effect of information quality on user's continuance intention is the greatest, function&design and reliability have less effect, and security&privacy has the least effect. E-government portal users are categorized into basic information users, information exchange users, transaction processing users. The general applicability of the model is validated and path analyses are conducted in the samples of the three types of users. The results show that the path coefficients and their significance are different in the three user-type models. As a whole, information quality, function&design and reliability have greatest positive effect on continuance intention of the three types of users respectively.
引文
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