摘要
对政府数据开放平台服务质量进行准确评价,有利于政府公共数据的有效利用,为政府数据开放平台的技术改进和服务质量提升提供理论支持和实践参考。基于国内外学者对政府数据开放平台服务质量评价的既有研究,借鉴SERVQUAL模型及政府数据开放平台服务特点构建了包含五个维度的政府数据开放平台服务质量评价指标体系,并应用TOPSIS模型对各样本平台服务质量进行实证研究。结果表明,我国政府数据开放平台服务质量呈现显著的差异性和不平衡性,而平台的易用性、可靠性及响应性是影响政府数据开放平台服务质量的关键因素。未来应通过加强平台建设支持力度、激发平台间的对标先进、重视平台的易用性与可靠性等举措,进一步提升政府数据开放平台的服务质量。
The accurate evaluation of the service quality of the government data open platform is conducive to the effective use of government public data,and provides theoretical support and practical reference for the technical improvement and service quality improvement of the government data open platform.Based on the existing research on the service quality evaluation of government data open platforms by domestic and foreign scholars,the five-dimension government data open platform service quality evaluation index system was constructed based on the SERVQUAL model and the characteristics of government data open platform services,and the TOPSIS model was applied to each Empirical research on sample platform service quality.The results show that the service quality of Chinese government data open platform presents significant differences and imbalances.The ease of use,reliability and responsiveness of the platform are the key factors affecting the service quality of the government data open platform.Measures such as building support,inspiring advanced benchmarking between platforms,and emphasizing the ease of use and reliability of platform further improve the service quality of government data open platform.
作者
曹海军
李明
Cao Haijun;Li Ming
出处
《上海行政学院学报》
CSSCI
北大核心
2020年第4期55-64,共10页
The Journal of Shanghai Administration Institute
基金
国家社科基金重点项目“政府向社会力量购买服务的‘三社联动’机制研究”(18AZZ015)的阶段性成果。
