摘要
文章分析了服务质量的概念界定、理论流派以及评价模式,之后从公共服务质量评价、公众满意度评价、政府网站质量评价等方面对现有研究进行了分析和论述,从而提出电子政务服务质量评价研究的一些启示,以期为后续研究提供有益的借鉴。
The paper makes an analysis of concept definition, schools of theory, appraisal patterns, then makes analysis and discussion of the existing researches from the aspects such as evaluation of public service quality, public satisfaction index, government website quality etc. Consequently the author puts forward some inspiration on the evaluation research of e - government service quality, in order to provide beneficial reference for the subsequent research.
出处
《情报资料工作》
CSSCI
北大核心
2013年第6期69-74,共6页
Information and Documentation Services
关键词
电子政务
服务质量
评价
e - government, service quality, evaluation
