| 政务微信公众号知识服务质量影响因素研究 |
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| 引用本文： | 王萍,张韫麒,朱立香,宋雪雁,刘晓康,贾沣琦.政务微信公众号知识服务质量影响因素研究[J].图书情报工作,2018,62(23):43-50. |
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| 作者姓名： | 王萍 张韫麒 朱立香 宋雪雁 刘晓康 贾沣琦 |
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| 作者单位： | 吉林大学管理学院 长春 130022 |
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| 基金项目： | 本文系国家自然科学基金应急管理项目“政府网站信息资源多维语义知识融合研究”（项目编号：71740015）研究成果之一。 |
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| 摘 要： | 目的/意义]大数据环境下，政务服务逐渐由信息服务转向知识服务，为更好地提升电子政务知识服务质量，需要了解影响政务微信公众号知识服务质量的因素。方法/过程]主要对提炼的知识服务质量影响因素，运用调查问卷的方法收集相关数据，利用SPSS工具和探索性因子分析方法对其进行探析，构建政务微信公众号知识服务质量影响因素模型。结果/结论]根据旋转成分结果得出结论：政务微信公众号知识服务质量影响因素主要分为服务过程与系统运行、知识质量和公众特质与感观心理体验3个层面，包括服务类型全面性和服务安全隐私性等21个影响因素指标，为政务微信公众号知识服务事业的发展奠定基础。
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| 关 键 词： | 政务微信公众号 知识服务 服务质量影响因素 |
| 收稿时间： | 2018-04-02 |
Research on the Influencing Factors of Knowledge Service Quality of Government Affairs WeChat Public Accounts |
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| Wang Ping,Zhang Yunqi,Zhu Lixiang,Song Xueyan,Liu Xiaokang,Jia Fengqi.Research on the Influencing Factors of Knowledge Service Quality of Government Affairs WeChat Public Accounts[J].Library and Information Service,2018,62(23):43-50. |
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| Authors: | Wang Ping Zhang Yunqi Zhu Lixiang Song Xueyan Liu Xiaokang Jia Fengqi |
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| Institution: | School of Management, Jilin University, Changchun 130022 |
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| Abstract: | Purpose/significance] Under the big data environment, government services gradually shift from information services to knowledge services. In order to better improve the quality of e-government knowledge services, it is necessary to understand the factors that affect the quality of knowledge services of the government and micro-channel public platforms.Method/process] Mainly on the influencing factors of refined knowledge service quality, using survey questionnaires to collect relevant data, using Spss tools and exploratory factor analysis methods, an influencing factor model of knowledge servicequality of government and micro-channel public accounts was constructed.Result/conclusion] According to the result of the rotation component, the influencing factors of the quality of service of government affairs and WeChat public number are mainly divided into three levels:service process and system operation, knowledge quality and public characteristics and sensory psychological experience, and service type comprehensiveness and service security privacy. The influencing factor index lays the foundation for the development of the government-based WeChat public number knowledge service business. |
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| Keywords: | government affairs WeChat public accounts knowledge service service quality influencing factors |
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