政府公共服务网建设对市民公共服务满意度影响研究
Research on the Impact of Government Public Service Network Construction on Citizens’ Satisfaction with Public Services

政府公共服务网建设的市民满意度是衡量电子政务的开展是否让市民满意的重要指标，市民对政府公共服务网建设的满意情况也在一定程度上反映了服务型政府的水平，对探索新型政府公共服务网的搭建形式和运行机制具有现实指导意义。本文将政府公共服务网的建设与美国顾客满意度指数(ACSI)模型、中国顾客满意度指(CCSI)模型以及美国政府用户满意度指数模型结合起来，建立政府公共服务网建设对市民公共服务满意度指数研究模型，并对其进行实证分析，提出理论假设，选取研究指标，在线进行问卷调研，运用信效度分析和验证性因子分析等手段，对模型进行拟合与验证，得到相应的结论。最后，分析了目前所面临的问题，从优化政府公共服务网视角出发，对政府公共服务网的优化建设提供了数据支撑，分析其对市民公共服务满意度的影响，并提出创新政府公共服务网优化举措，促进政府公共服务网建设质量，提升公民对政府公共服务网的满意度的举措，研究政府公共服务网的优化建设对市民公共服务满意度的提升作用和现实意义，也为政府服务网的优化提供了决策指导。
The satisfaction of citizens with the construction of government public service network is an important index to measure whether the implementation of e-government makes the citizens satisfied. The satisfaction of citizens with the construction of government public service network also reflects the level of service-oriented government to a certain extent, and has practical guiding significance for exploring the construction form and operation mechanism of new government public service network. By combining the construction of the government public service network with the American Customer Satisfaction Index (ACSI) model, the Chinese Customer Satisfaction Index (CCSI) model and the American government user Satisfaction Index model, this paper establishes a research model on the public service satisfaction of citizens in the construction of the government public service network, and makes an empirical analysis on it, proposes theoretical hypotheses, and selects research indicators. Questionnaire survey was conducted online, reliability and validity analysis and confirmatory factor analysis were used to fit and verify the model, and corresponding conclusions were obtained. Finally, this paper analyzes the current problems, provides data support for the optimal construction of the government public service network from the perspective of optimizing the government public service network, analyzes its impact on citizens’ satisfaction with public service, and proposes innovative measures to optimize the government public service network, promote the construction quality of the government public service network, and improve citizens’ satisfaction with the government public service network. This paper studies the effect and practical significance of the optimization of the government public service network on the public service satisfaction of the citizens, and also provides decision-making guidance for the optimization of the government service network.