Research On Improving Citizens' Sense Of Gain Through "Internet + Government Services

It is an important responsibility of modern government to provide high quality public services efficiently to the public.With the rapid development of digital technology,government services have also started a process of digital development."Internet + government services" has become an important starting point for building a service-oriented government satisfied by the people in the new era.Since The State Council issued the Guiding Opinions on Accelerating the Work of "Internet Plus Government Services" in September 2016,after several years of construction and promotion,"Internet plus government services" has been fully rolled out,and the service capacity of governments at all levels has been significantly enhanced.However,in a complex and changing social context,the improvement of the government’s ability to obtain services through information technology is not directly equivalent to the increase of people’s satisfaction.The actual effect of "Internet +government services" also needs to be proved by citizens’ sense of access.Therefore,this study will change the perspective of analysis from government capacity to citizen satisfaction,explore the factors influencing citizens’ sense of gain during the implementation of "Internet + government services",and then seek effective countermeasures to enhance citizens’ sense of gain under the background of digital transformation.Centering on the factors influencing citizens’ sense of gain of "Internet +government service" and the countermeasures to improve it,this study will be carried out from the following aspects.First,according to the customer satisfaction theory and the new public service theory,the research hypothesis is proposed,and the influencing factors of "Internet + government service" are explored from the three dimensions of service quality,system quality and information quality,and the theoretical model of "Internet + government service" is constructed to provide theoretical guidance for the next data analysis.Second,based on the empirical analysis of the survey data of G City,the citizens’ sense of gain and the difference of the influence factors on the citizens’ sense of gain are presented.On this basis,theoretical thinking is carried out on the analysis results.Third,from the perspective of the continuous enhancement of citizens’ sense of gain,this paper puts forward the policy measures and action strategies to further promote the "Internet + government services",so as to provide reference for deepening the construction of a service-oriented government satisfying the people in the digital era.The study found that citizens’ sense of gain of "Internet + government services" was at an intermediate level.Service quality,system quality and information quality have significant influence on citizens’ sense of gain,and the path coefficients are0.326,0.285 and 0.094,respectively.Income level,education level and age all have profound influence on citizens’ satisfaction in the implementation of "Internet +government services".Specifically,the higher the income growth and education level,the higher the citizens’ sense of "Internet + government services",the highest sense of "Internet + government services" in the age group of 20-40,and the lowest sense of "Internet + government services" in the aged group of 60.In view of this,this study puts forward the following policy recommendations:Firstly,optimize and adjust the service system through policies;Secondly,improving service quality through platform construction;Thirdly,respond to service targets through differentiated means;The fourth is to ensure service effectiveness through an evaluation system.