以服務品質觀點探討電子化政府網站使用者與管理者之認知落差

E-government service quality : An empirical examination on gap between the administrators and their users

劉靖敏(Chingmin-Min Liu)

指導教授 ： 劉士豪

中原大學/商學院/資訊管理研究所/碩士(2006年)

https://doi.org/10.6840/cycu200700410

摘要

隨著電子化政府的推動腳步，台灣的社會發展出現了重大變革，研考會主委施能傑就指出：「電子化政府帶來的不只是資訊技術，最重要的是觀念創新。」我國電子化政府歷經10年的努力，無論在提高政府效能、提升行政效率、節省成本、創新服務及促進政府資訊公開等各方面，皆有突破性的進展與具體成果。綜觀我國電子化政府的發展，顯示我國電子化政府的終極目標是想要建立一個更貼近公民意向的政府，達成更卓越的政府。
而我國電子化政府在2006年美國布朗大學及世界經濟論壇網路整備度的評比中，在網站內容、資訊及通訊能力上都有傑出的表現，但我國民眾對於電子化政府網站推動成效的滿意度卻只有55.6％，且電子化政府網站的使用率至2006年5月僅有36％，電子化政府入口網的使用率更僅有8％，顯示我國電子化政府網站在推動過程中明顯得出現了問題。
由於電子化政府網站是民眾與政府的溝通介面，各政府機關皆需透過網站將其服務傳遞給民眾，因此若政府無法瞭解民眾的需求，將面臨網站管理者與使用者不同思考方式所衍生的各種問題；如何縮減雙方的歧異與認知落差、遂成為電子化政府網站在建置上的重要課題。因此，本研究擬以電子化政府入口網作為實例探討，透過網站管理者與使用者的問卷調查結果，進而探討以下問題：
1. 探討影響使用者再使用意圖的電子化政府網站服務品質構面為何。
2. 探討電子化政府網站的服務品質、使用者滿意度及再使用意圖三者間的關係。
3. 比較網站管理者與使用者對服務品質構面的差異，進而討論認知落差可能產生的原因。
希望能夠藉由以上三個問題的探討，提供電子化政府網站的管理者在未來推動電子化政府網站服務上，一個具體的參考建議與改善之道。

關鍵字

認知落差 ； 電子化政府網站 ； 服務品質

並列摘要

With the e-government to promote the footsteps of Taiwan's social development, with a major change, the Research Council chairman Shih-chieh noted : "E-government is not just the information technology, the most important was the concept of innovation. "Taiwan's e-government after 10 years of efforts, both in improving government efficiency, improve administrative efficiency and cost savings innovative services and facilitate the disclosure of information and other areas, there is a breakthrough in the progress and concrete results. In recent e-government development, demonstrated an electronic government is to establish a closer to citizens intention of the government, reached even greater government.
In Taiwan, e-government in the United States in 2006 at Brown University and the World Economic Forum prepared the whole network of appraisal, in website content, information and communications capabilities have outstanding performance, But my people for e-government website to promote the effectiveness of satisfaction was only 55.6%. and e-government to the utilization of the website in May 2006 only 36% e-government portal network usage only 8% more, demonstrated e-government websites in the process of promoting evident there is a problem.
As e-government site is that the people and government communication interface all government agencies are required through the website will transfer its services to the people, if the government is unable to understand the requirements of the people, Site managers will face users with different ways of thinking derived from the various issues; how to narrow the differences and cognitive confusion, then became e-government websites build on the important subject. Therefore, this study is intended to e-government portal network as an example to explore, through the website administrators and users of the outcome of the survey, and then explore the following questions :
1.Impact users reuse intent e-government web service quality dimensions why.
2.E-government website quality of service, user satisfaction and intention to use again the relations among the three.
3.Comparison site administrators and users of service quality for the differences, then discussed the cognitive gap may be the cause.
Hope to be able to more than three issues through discussion, the delivery of electronic government website managers in the future to promote e-government portal services, a specific reference to the proposed improvement measures.

並列關鍵字

cognitive gap ； service quality ； e-government

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