Third-party Evaluation Of Performance Satisfaction Of Municipal Government E-government Work

Government performance management has always been a hot spot for scholars.With the rise and the rapid development of e-government around the world,it has become an important tool for improving administrative efficiency and promoting administrative system reform and service-oriented government construction.It becomes a trend to explore the method of e-government performance management for most countries.As a tool,government performance evaluation has been valued and practiced by foreign governments.China also draws on foreign thoughts and theories,attaches importance to the administrative efficiency construction and the strategic practice of e-government,in order to promote the reform of Chinese administrative system and the construction of a "people-oriented" service-oriented government.First,on the basis of the evaluation theory of the classical American customer satisfaction model,this paper researches the municipal government’ third-party satisfaction assessment of the e-government work performance and explains the internal fit of the customer satisfaction model and e-government.Next,drawing on the service quality model and user experience theory to build a framework of e-government users satisfaction and the first-level indicators of the e-government user satisfaction of the municipal government are public users(i.e.,the service quality of the government government service hall),internal users(i.e.,the service quality of the government information system)and online users(i.e.,the service quality of the “online-service” platform of the government portal website),and the second-level indicators are perceived quality,public expectations,public satisfaction,government image/ user complaints,and public trust.All of the first-level and the second-level indicators construct the e-government user satisfaction evaluation index system of the municipal government.Then,the Delphi method and the extension analytic hierarchy process are used to analyze the weights of the first-level and the second-level indicators,and discuss with the experts to determine the questionnaires of the public users,internal users and online users.Finally,the satisfaction index system is used in the Anhui municipal government,and reasonable suggestions are put forward for the problems,in order to let the government pay attention to the public and bulid the overall linkage,efficient and benefit government to improve government service quality,and achieve the improvement of the overall development level of e-government and complete the transformation of the service-oriented government under the "Internet +" condition.