Research On Service Quality Evaluation Of District-level Mobile Government App In Shanghai

With the popularization of mobile devices and the development of Internet communication technology,mobile government platforms have become a new way of government services.Relying on the convenience and popularization capabilities of mobile platforms,government services can further accelerate the popularization of government services,effectively solve the digital divide,improve work efficiency,and consolidate the mass base.In 2019,the district-level financial media centers in all districts of Shanghai successively launched their district-level mobile government APPs,aiming to expand new government service channels,improve the two-way interaction between the government and the people,further strengthen the depth of government services,and create good people Base.However,in practice,the development of district-level mobile government apps in Shanghai still has many problems so far,such as limited service levels,insufficient service coverage,low service penetration,poor service targeting,and technology in the service system.Defects,etc.,how local governments can effectively improve the service quality of mobile government APP deserves in-depth study.Based on this,this article will take the service quality as the starting point,construct a district-level mobile government APP service quality evaluation model,find out the weak points of service quality,and propose effective countermeasures.Specifically,this research is based on the new public service theory and the PDCA cycle total quality management theory,draws on the E-SERVQUAL scale,and combines the characteristics of the district-level mobile government APP to construct a system that includes privacy security,system availability,fulfillment,and The service quality evaluation model of the five dimensions of efficiency and empathy,based on the concept of perceived service quality,uses the importance of perceived service to weight various indicators,and uses the "Shanghai Hongkou" APP as the empirical research object,through a questionnaire survey Data collection in the form of According to the data analysis results,the following conclusions are drawn.First,the service quality evaluation scale constructed in this paper is suitable for evaluating the service quality of district-level mobile government affairs APP.Secondly,the service quality of the "Shanghai Hongkou" APP is at an upper-middle level.In addition,it is also found that users in different regions have significant differences in the perceived service quality and perceived service importance of the district-level mobile government APP.Finally,based on the results of data analysis,combined with the current problems faced by the district-level mobile government APP,the countermeasures for improving the quality of service at this stage are proposed.First,on the basis of improving service awareness,we should deeply understand the in-depth needs of users.Second,the system performance of APP needs to be further improved.Third,the structure of the operation team’s personnel currently needs to be optimized.Fourth,various departments should actively cooperate with each other in a service-oriented manner.Fifth,it is possible to break through the limitations of traditional government service forms by exploring new operating methods,focusing on operating details,improving innovation capabilities.