| 电子政务服务质量管理思路研究 |
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| 引用本文： | 蒋录全,吴瑞明,李峰,刘静岩,王浣尘,张朋柱.电子政务服务质量管理思路研究[J].情报科学,2006,24(2):310-315. |
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| 作者姓名： | 蒋录全 吴瑞明 李峰 刘静岩 王浣尘 张朋柱 |
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| 作者单位： | 上海交通大学,安泰管理学院,上海,200052 |
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| 摘 要： | 随着电子政务建设的纵深发展，各国政府逐渐重视电子政务服务质量，并把电子政务的服务质量作为衡量政府服务能力的一种标志。本文强调引入服务质量管理的理论与方法，以公众的满意度为评价的尺度对电子政务的服务质量进行评估。通过完善标准和管理体系，建立测评标准、测评指标、测评流程和测评方法，准确反映公众满意状况，以便持续改进电子政务服务质量和水平，使电子政务的服务质量管理体系更为优化，使电子政务的服务更符合社会公众的要求。
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| 关 键 词： | 电子政务 服务质量 客户满意指数 |
| 文章编号： | 1007-7634（2006）02-0310-06 |
| 收稿时间： | 2005-01-10 |
| 修稿时间： | 2005年1月10日 |
Research Frame on Service Quality Control of E - Government |
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| JIANG Lu-quan,WU Rui-ming,LI Feng,LIU Jing-yan,WANG Huan-chen,ZHANG Peng-zhu.Research Frame on Service Quality Control of E - Government[J].Information Science,2006,24(2):310-315. |
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| Authors: | JIANG Lu-quan WU Rui-ming LI Feng LIU Jing-yan WANG Huan-chen ZHANG Peng-zhu |
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| Institution: | Antai School of Management of Shanghai Jiaotong University, Shanghai 200052, China |
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| Abstract: | Along with developing of E - government constructing in depth and width, most countries' governments pay more attentions to service quality of E - government gradually, and take service quality of the E -government as a mark to weigh its service ability. This paper puts emphasis on introducing of serving quality control theory and method,and evaluating service quality of the E - government using public satisfaction index as measure tool. In order to improve service quality of E - government and level continuously, optimize service quality management system of E - government, meet public's demand, we think that perfecting serving quality control standard and management system, setting assessment index,procedure and method to reflect public satisfaction accurately are feasible. |
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| Keywords: | e - government service quality public satisfaction index |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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