The Measurement of Public Satisfaction of the E-Government: An Empirical Research in Zhejiang Province

摘要

From public satisfaction perspective, this paper constructs a model to survey the performance of e-government, and takes an empirical test by the method of SEM after comparing customer satisfaction model at home and abroad. This paper mainly discusses the relationship among public satisfaction and other reason and result variable of e-government website portal with the study of "government website portal of Hunan province". The data in this empirical research are collected by paper and electronic questionnaires using random samples. We hung out 337 questionnaires in the city of Hangzhou, Ningbo, Wenzhou, Jinhua, Shaoxing and Jiaxing, and 247 questionnaires are recovered. 241 questionnaires are effective, including 168 paper questionnaires and 74 electronic questionnaires. It indicated that Interaction, Information and public expectation have effect on perceived quality, and Information has the largest influence. Public expectation affects public satisfaction indirectly with the intermediary variable Perceived Quality. The higher the public satisfaction is, public shall build more trust on government, which suggested that the achievement of public satisfaction would promote the image of government inpublic and add public's trust for government.