Study on Model of E-Government Public Satisfaction Based on Service-Oriented

Abstract

In order to solve the financial crisis, confidence crisis and management crisis, government has introduced the concepts of market-driven and customer-orientation into management on the guidance of new public management. From the perspective of service-oriented, the contents of public satisfaction and its improvement are the important approach and carrier of reengineering government, providing efficient and convenient services to meet public needs, and building an open, transparent, efficient, information-sharing government. Through reviewing the literature, this article presents an integrated e-government customer satisfaction model, which is a multivariate statistical analysis approach and used to discuss the relations between latent variable and manifest variables. Latent variables includes public expectations, perceived quality, perceived ease of use, perceived usefulness, perceived value, public trust, public satisfaction, government image and public participation, which compose the indicator of e-government customer satisfaction index system, and guide government to promote management efficiency, effectiveness, fairness, participation of e-service.