用户使用行为视角下“互联网+政务服务”公民获得感提升机制研究

Promoting the “Internet + government services” is critical to pushing the reform of decentralization, and optimization public services to a new stage in China. However, numerous investments from governments at all levels have been made into “Internet + government services” projects around China, the only result is passable. Confronting with cognitive bias of governments and low usage rate of citizens, the e-government practice has been put in a quandary. Under the background that the “people’s sense of gain” has become a litmus test of government performance, the above difficulties directly reduce citizen’s sense of gain in terms of “Internet + government services”, and make the citizen fail to enjoy benefit of e-government. Therefore, in order to increase the usage rate of “Internet + government services” as well as citizen’s sense of gain from online government service, this study firstly tries to explore the citizen’s demand preference of government websites, official micro blog and WeChat in perspective of user’s behavior; secondly, this study develops the definition and measure dimensions of citizen’s sense of gain in terms of “Internet + government services”; thirdly, we analyze the causal relationship between user’s behavior and citizen’s sense of gain, and propose the intervention mechanism to enhance public acceptance of “Internet + government services”.

推进“互联网+政务服务”是将简政放权、放管结合、优化服务改革推向纵深的关键环节，但各级政府对“互联网+政务服务”的大规模投入并未产生预期效果，实践中主要面临着政府认知偏差与公民使用率过低的现实困境。在群众“获得感”已成为政府实绩“试金石”的背景下，以上困境直接降低了公众对在线政务服务的获得感，使其无法感受到“互联网+政务服务”所带来的实实在在的便利，无法感受到信息惠民成果。为此，本课题拟从用户使用行为入手，探索包括政府网站、“两微一端”在内的“互联网+政务服务”公民需求偏好与使用行为的关键影响因素，探索界定“公民获得感”内涵构成与测量维度，阐明影响因素对用户使用行为与公民获得感的因果关系链条与作用机理，提出针对性的干预机制以提升公众获得感。

自2016年李克强总理在政府工作报告中明确提出大力推行“互联网+政务服务”以来，中国各级政府部门纷纷投入大量资源，让政务服务搭上“互联网+”的快车。然而，对“互联网+政务服务”的大规模投入并未产生预期效果，实践中主要面临着政府认知偏差与公民使用率过低的现实困境。这些实践困境折射出两个理论问题：一是“互联网+政务服务”供给与需求的不匹配；二是“互联网+政务服务”用户导向严重缺位。要解决这些问题，就需要以公众需求为导向，从用户使用行为的视角出发，深入探究用户行为意向及其影响因素，纠正“互联网+政务服务”供给与需求的不匹配,这是鼓励公众使用在线政务服务，提升“互联网+政务服务”公民获得感，改善电子政务绩效的必然选择。. 根据研究计划，本课题以“互联网+政务服务”公民使用行为为切入点，研究相关的影响因素，并探索“互联网+政务服务”情境中“公民获得感”的概念与测量维度。我们已完成了“互联网+政务服务”使用意愿影响因素的荟萃分析、“互联网+政务服务”使用意愿与实际使用行为影响因素研究、“互联网+政务服务”服务质量、服务价值与持续使用意愿的互动关系研究、“互联网+政务服务”公民获得感的概念内涵分析、“互联网+政务服务”公民获得感的测量维度以及“互联网+政务服务”公民获得感形成机理研究六个部分的研究内容。

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