Research On Service Quality Evaluation Of Hubei Government Service Platform Under The Background Of "Internet +Government Services"

In response to the call of the state,to deepen the construction of "Internet +government services" and to give full play to the function of the Internet as a powerful engine for improving the quality of government services,the government services platform has been actively built in various provinces and cities across the country,truly implementing the integration of Internet high technology in government services.As an important measure to implement "Internet + government service",the construction level and service quality of government service website platform directly show the value of Internet to government service.The paper uses literature research method,questionnaire survey method and quantitative analysis method to analyze the service quality of Hubei provincial government service platform.Firstly,this paper systematically reviews relevant literature,summarizes related concepts and supporting theories,and lays a theoretical foundation for subsequent research.Secondly,the construction status and characteristics of Hubei provincial government service platform were analyzed and introduced.The SERVQUAL model was used to construct the evaluation index system and design the questionnaire.The entropy method and fuzzy comprehensive evaluation method were used to make an empirical analysis of the service quality of Hubei provincial government service platform,and the current service quality level of the platform was analyzed with examples.Through research and analysis,the paper concludes that the overall score of users’ perceived service quality of Hubei government affairs service platform is 4.017,which is high,objectively reflecting that users are relatively satisfied with the service of the platform and the service quality level is good.The ranking of each dimension from high to low is responsiveness,intelligence,reliability,tangibility,empathy.It is found that the design highlights and functional modules are lacking in the tangibility dimension.The reliability dimension has the problems of item integrity,timeliness and running stability.In response dimension,the response degree of online customer service and events is weak;In the dimension of empathy,the guiding precision and humanistic concept are not strong;In the intelligent layer,the way of handling and the degree of intelligence is not high.This paper takes each dimension as the unit to optimize and improve the indicators,and puts forward specific suggestions in view of the existing shortcomings,in order to improve the service quality of Hubei provincial government service platform.