發(fā)布時間：2018-03-06 01:21

  本文選題：政務微信公眾號　切入點：信息服務模式　出處：《吉林大學》2017年博士論文　論文類型：學位論文

【摘要】：隨著微信的快速發(fā)展和廣泛應用,國內越來越多的黨團組織和政府部門開通了微信公眾號,積極地利用政務微信發(fā)布信息、提供服務、溝通交流、引導輿論等。政務微信已經成為公眾喜聞樂見的網絡問政新平臺,對政府信息服務產生了重要影響,成為推動政務改革的重要力量。如何合理地利用政務微信等政務新媒體的優(yōu)勢,打造以用戶需求為中心,以公眾參與、雙向互動為平臺,以優(yōu)化政府服務流程、改善部門間的信息共享為途徑,真正實現(xiàn)服務型政府的建設目標,從而為公眾提供更加公正、便捷、高效的公共服務,是當前各個政府部門共同面臨的重要課題。信息生態(tài)學是研究人、信息、技術和社會環(huán)境協(xié)調發(fā)展的理論,可以為信息環(huán)境下的組織、信息技術和信息對象之間的復雜關系提供新的解釋框架。因此,本文以政務微信公眾號為研究對象,結合信息生態(tài)學理論,深入研究政務微信公眾號的信息服務模式和服務質量評價問題。在綜合評述國內外學者關于政務微信研究成果的基礎上,利用文獻調研、案例分析和實證研究等方法,基于信息生態(tài)視角對政務微信信息服務的過程、模式、運行機制和信息服務質量的影響因素、評價體系等進行深入分析,為提升政務微信公眾號的信息服務能力和質量提供指導,以實現(xiàn)新媒體環(huán)境下政務微信信息服務過程中的人、信息、技術和環(huán)境之間的和諧發(fā)展。首先,分析了政務微信服務過程中的信息流轉情況,研究了政務微信公眾號信息服務的動力和過程。在對政務微信信息服務信息生態(tài)系統(tǒng)的四個構成要素政務微信信息人、政務微信信息資源、微信技術和政務微信信息服務環(huán)境以及它們之間相互關系深入分析的基礎上,構建了政務微信信息服務信息生態(tài)系統(tǒng)模型,并分析了它的功能。然后分析了政務微信信息生態(tài)鏈的概念和構成要素,探究了政務微信信息生態(tài)鏈的形成機理、結構和類型。其次,分析了政務微信信息服務運行機制。在對政務微信信息服務運行機制內涵與概念模型分析的基礎上,重點研究了政務微信信息服務的動力機制、協(xié)同機制、共享機制、評估機制和反饋機制,深入地分析了各個運行機制的內涵、內容與特征,并構建了每種機制的模型;最后基于五種機制的內在邏輯構建出了政務微信信息服務運行機制的總體關系圖。第三,政務微信信息服務模式分析。從信息生態(tài)要素出發(fā),基于用戶個性化需求、政務信息資源共建共享要求、信息智能技術發(fā)展和政務信息生態(tài)環(huán)境協(xié)同發(fā)展視角,將政務微信信息服務模式劃分為定制式、一站式、智慧型和協(xié)同式四種類型,分別介紹了四種模式的概念與內涵,分析了各個模式的內容和特征,并構建了每種模式的模型與框架等。分別選取了“廣東天氣”、“廣東發(fā)布”、“樂行南昌”、“廣州公安”四個政務微信公眾號作為實例進行分析研究,對四種信息服務模式進行深入分析。最后,對比分析了四種模式的相同點和不同點。第四,政務微信信息服務質量影響因素研究。以服務質量差距理論為基礎,從信息生態(tài)因子視角構建了政務微信信息服務質量影響因素模型,將影響因素分為政務微信信息資源、政務微信信息主體、微信技術和政務微信平臺環(huán)境四個維度,解釋不同因子對政務微信信息服務質量的影響。以收集的713份有效調查問卷為樣本進行實證分析,采用驗證性因子分析檢驗數(shù)據(jù)的信度和效度,用結構方程模型檢驗所提出的理論假設。研究結果表明所提出的大多數(shù)假設都得到了數(shù)據(jù)支持,并對一個不支持的研究假設進行了原因分析。第五,政務微信信息服務質量評價研究。通過文獻調研、專家訪談和調查問卷方法,選取并確定了7個一級指標、48個二級指標,結合信息生態(tài)學理論將政務微信信息服務質量評價指標劃分為政務微信信息資源、政務微信信息人、信息技術和政務微信平臺環(huán)境四個維度,構建了評價指標體系。利用模糊層次分析法確定了各個指標的權重。最后以“上海發(fā)布”微信公眾號為研究對象,對其信息服務質量進行評價,分析檢驗該評價指標體系的科學性與合理性。最后,針對當前政務微信信息服務的現(xiàn)狀,分析了提升政務微信信息服務質量面臨的困境,提出了策略設計思想,分別從政務微信信息資源、政務微信信息主體、微信技術和政務微信服務環(huán)境四個方面提出了提升政務微信信息服務質量的建議和對策,以期為提升政務微信信息服務質量和效果提供借鑒與參考。從信息生態(tài)視角探討政務微信公眾號的信息服務模式并對其信息服務質量進行科學評價研究,拓展了信息生態(tài)學在政務新媒體領域的研究應用,豐富了電子政務和信息生態(tài)學的理論研究,為政府部門借助政務微信更好地開展公共服務提供了理論基礎和參考建議。在實踐上,本研究有助于提高政務微信信息服務的質量和水平,對于新媒體環(huán)境下政府職能轉變和公共服務能力提升等都具有較強的現(xiàn)實應用和指導意義。
[Abstract]:With the rapid development and wide application of WeChat, Party organizations and government departments, more and more domestic WeChat opened a public number, and actively use the WeChat government to release information, service, communication, public opinion guidance. The WeChat has become loved by the public in the network of political new platform, has an important influence on the government information service. Has become an important force to promote government reform. How to reasonably use the WeChat chief new media advantage, build a user centric, with public participation, interactive platform, to optimize government service process, improve information sharing among departments as the way to realize the goal of building a service-oriented government, so as to the public to provide more convenient, fair and efficient public services, is an important issue facing the various government departments. The information ecology is the study of information technology. The theory and the coordinated development of the social environment, can be under the environment of information organization, the complex relationship between information technology and information objects provide new explanatory framework. Therefore, the chief public number of WeChat as the research object, combined with the theory of information ecology, information service model and service quality evaluation research of WeChat chief public number. In a comprehensive review of domestic and foreign scholars on the basis of the WeChat research results, using the literature research method, case analysis and empirical research, model of information ecology of e-government process, WeChat information service based on the factors influencing the operation mechanism and the quality of information service, in-depth analysis of the evaluation system, to provide guidance for the information service ability and to improve the quality of government affairs public, WeChat, WeChat to achieve government information service under the new media environment of people, information, technology and environment Harmonious development. Firstly, analyzes the information flow of the WeChat service process, and to study the dynamic process of government public information service, WeChat. In the four elements of government information on WeChat WeChat e-government information service information ecosystem, WeChat government information resources, analyzes the relationship between WeChat technology WeChat and the government information service environment and the construction of government information service, WeChat information ecosystem model, and analyzes its function. And then analyzes the WeChat government information ecological chain concepts and elements, explores the formation mechanism of the WeChat information ecological chain, structure and type. Secondly, analysis of the government WeChat information service mechanism. Based on analyzing the connotation and concept of the WeChat information service mechanism model, focusing on the WeChat government Dynamic information service mechanism, coordination mechanism, sharing mechanism, evaluation mechanism and feedback mechanism, in-depth analysis of the connotation of the operating mechanism, content and features, and construct each mechanism model; finally based on the internal logic of the five kinds of mechanism to construct the overall relationship between the operation mechanism of government information service WeChat map. Third, the analysis of the WeChat information service model. From the perspective of information ecological factors, the needs of individual users based on the requirements of e-government information resources sharing, collaborative development from the perspective of information development of intelligent technology and government information ecological environment, the government information service mode is divided into WeChat customized, one-stop, four types of intelligent and collaborative. It introduces the concept and connotation of the four modes, analyzes the content and characteristics of each model, and constructs each kind of model and framework. Selected the Guangdong weather" , "Guangdong publishing", "music Nanchang, analysis of" Guangzhou public security "four WeChat chief public number as an example, in-depth analysis of the four types of information service model. Finally, comparative analysis of the similarities and differences of the four modes. The fourth factors affecting the quality of WeChat government information service with the service quality gap theory, model of factors affecting the quality of service of the WeChat government information construction from the perspective of information ecological factors, we divide the factors into WeChat e-government information resources, the main government information technology and WeChat, WeChat chief WeChat platform in four dimensions, to explain the effects of different factors on the quality of the WeChat information service. We collected 713 valid questionnaires for the empirical analysis, using confirmatory factor analysis to test the reliability and validity of the data, the proposed structural equation model test theory Research hypotheses. Results show that most of the assumption that the obtained data support, and one does not support the hypothesis based on the reason analysis. Fifth. Study on the quality evaluation of WeChat information service government. Through literature research, expert interviews and questionnaire method, selected and identified 7 first level indicators, 48 two level indicators, combined with the information ecology theory to government information service quality evaluation index of WeChat WeChat into government information resources, government information of WeChat, the four dimensions of information technology and the WeChat platform environment, construct the evaluation index system. Using fuzzy AHP to determine the weight of each index. Finally, to "Shanghai publishing" WeChat public as the research object, to evaluate the quality of information service, inspection and analysis of the evaluation index system of science and rationality. Finally, in view of the current e-government information of WeChat Service status, analysis of the government information service quality improvement is facing the dilemma of WeChat, proposed strategy design, separately from the government information resources of WeChat, WeChat main government information, put forward suggestions and Countermeasures to improve the information service quality of WeChat four WeChat WeChat chief technology and service environment, in order to provide reference and reference in order to improve the WeChat government information service quality and the effect on the information service mode of WeChat. Chief public number from the perspective of information ecology and to study the information service quality of scientific evaluation, expand the application in government information on the field of new media students, enrich the theory research of e-government and information ecology, with the help of the WeChat better for government departments to carry out public service provides a theoretical basis and reference suggestion. In practice, this study will help to improve the government information of WeChat The quality and level of service have strong practical application and guiding significance for the transformation of government functions and the promotion of public service ability in the new media environment.

【學位授予單位】：吉林大學
【學位級別】：博士
【學位授予年份】：2017
【分類號】：G252;D63
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本文編號：1572734