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題名:我的e政府還是你的e政府?--以服務落差觀點檢視電子化政府入口網之服務品質
書刊名:管理評論
作者:劉士豪宋餘俠廖秀莉劉靖敏
作者(外文):Liu, Su-hounSung, Yu-hsiehLiao, Hsiu-liLiu, Ching-min
出版日期:2010
卷期:29:1
頁次:頁19-34+93-98
主題關鍵詞:電子化政府服務品質政府入口網e-GovernmentService qualityGovernment e portal
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:2
  • 點閱點閱:52
在網際網路盛行的背景下,全球資訊網(WWW)已經成爲電子化政府與民眾間的主要界面。我國電子化政府入口網站(我的e政府,www.gov.tw)自2002年3月20日成立以來,即扮演民眾與電子化政府間單一溝通窗口的橋樑角色,但根據研考會2006年5月的調查顯示,我國政府網站的使用率僅有36%,電子化政府入口網站的使用率更僅有8%,顯示我國電子化政府網站在推動過程中明顯遭遇了民眾接受度的瓶頸。本研究希望透過服務品質的觀點,瞭解民眾對電子化政府入口網站的服務品質需求,接著再透過服務品質落差模型,探討落差形成的原因。研究結果顯示,網站服務品質模型確實可以有效解釋民眾再使用電子化政府入口網站的意圖。而形成民眾對網站服務品質認知落差的主因,主要是管理者未能真正了解使用者的需求(落差三,認知落差)其次是管理者與使用者對網站品質觀點的差異(落差一,觀點落差)。這些研究結果顯示現今我國推動電子化政府網站的想法仍停留在「便民」,出發點是由上而下,但未來應該要「傾聽民眾的聲音」,讓電子化政府入口網站能夠成爲民眾心中真正的「我的e政府」。
The Taiwan government strives to deliver better information services and resources to its citizens. In 2002 the government implemented an e-Government portal to encourage citizens to interact directly with government agencies. However, persuading citizens to use this portal is challenging. The current research addresses this challenge and examines the quality divide cause by the cognitive difference between users and administrators of the e-Government portal. Portal users and administrators were surveyed to evaluate the quality of service provided through the e-Government portals. The investigation instrument was based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry. The research findings indicate that a user's intention of reuse of an e-Government portal is highly associated with the portal's service quality factors. The findings also identify the major cognitive differences between users and administrators of an e-Government portal resulting in a low usage rate of an e-Government portal. Suggestions for application by government officials and practitioners are discussed.
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