Study On The Evaluation Approach Of The Service Quality Of Public Sector's Website

At present, all kinds of public sectors are ceaselessly improving the service quality (SQ) of their websites. This desertation studies the evaluation approach of the SQ of public sectors' websites. First, it aims to construct the evaluation model and approach which can help a website's managers and users understand, judge, feedback and control its SQ. Second, it aims to produce ever more detailed answers by case study to the question of what is the website's SQ like and how to improve the SQ.The research methods adopted are both theoretical study and case study. By theoretical study, an evaluation model is constructed which consists of static structure and dynamic process model, and SQ-Atten approach is abstracted from an exploratory case study which has indicated that ZOT SQ approach is not applicable in the Chinese public sector's context. And in case study, two forestry departments' websites are selected to measure the SQ by using the outcome of the theory study. One case unit is the Academy of Forest Inventory and Planning (AFIP), State Forestry Administration, P.R. China. The other is Beijing municipal Bureau of Landscape and Forestry (BULF).Results and Conclusions:(1) An evaluation model is constructed which consists of static structure and dynamic process model.(2) An index system is constructed which covers usability, accessibility, empathy and responsivenss, and is based on the service characteristics of Chinese public sector's websites.(3) SQ-Atten approach is abstracted from an exploratory case study, which measures end-users' perceived performance of and attention to each indicator of the index system. And the service quality (SQ) is the operation result of performance and attention, which is less than the performance when the attention is high and performance is low, and greater than the performance when both the attention and the performance are high.(4) Data reduction of Rough Set can be used in the analysis of derived importance. It is complementary for regression and basic statistical analysis.(5) The case studies indicate that the SQ of the two units is medium and has a significant positive correlation first with the performance of usability and then with the responsiveness and the empathy. The SQ of the units is not significantly affected by the end-users' age, sex, position, educational background and login hours and times whereas the end-users' specialty background and the main functions they use while logging in do have significant influence upon the perceived performance of usability, responsiveness and empathy.(6) Suggestions for improving the SQ of the two public sectors' websites are twofold. One is to improve its usability first, then its responsiveness and last its empathy. The other is to upgrade the end-users' computer literacy and strengthen their awareness of doing things on website.