作　　者： (陈振娇）; (徐芳俐）; (顾媛）; (宋梦梦）;

机构地区： 北京理工大学管理与经济学院,北京100081

出　　处： 《情报科学》 2017年第9期90-95,共6页

摘　　要： 【目的/意义】借鉴营销学方法目的链理论MEC(Means-End Chain)以探索G2C(Government to Citizen)电子政务服务质量,如何满足市民实用需求和心理需求,来促进市民持续使用意向的中介过程。【方法/过程】本研究向使用过G2C服务的市民收集了180份有效问卷,并进行统计分析。【结论/结果】研究结果表明:G2C信息服务质量ISQ(Information service quality)和办事服务质量TSQ(Transaction service quality)对市民持续使用意向有显著正向影响;使用服务满足市民的实用需求(便捷性、有用性)和心理需求(可信度、透明度)完全中介了ISQ和TSQ对持续使用意向的正向影响。研究结论对如何根据市民需求改进G2C服务质量提供重要启示。 【Purpose/significance】Based on the means-end chains theory,this article explores how G2C（Government to Citizen）e-government service quality meets the practical and psychological needs of citizens,so that they have the intention to continuous use.【Method/process】180 valid questionnaires were collected from citizens who had used G2C services and the data were analyzed.【Result/conclusion】The result shows that information service quality and transaction service quality have positive correlations with users＇ continuous use intention,functional needs（convenience,perceived usefulness.）and psychological needs（trustworthiness,transparency）fully mediated the positive influence of ISQ and TSQ on continuous use intentions.Theoretical and practical implication will be discussed.

关 键 词： 模式 理论 实用需求 心理需求 持续使用意向