政务微信公众平台信息服务及其质量评价研究

发布时间：2018-04-02 10:48

本文选题：政务微信　切入点：微信公众平台　出处：《安徽大学》2016年硕士论文

【摘要】：在2011年,腾讯公司设计了一款新兴自媒体应用APP——微信。微信以其自身巨大的优势,受到公众的热捧。在国家不断强化政务微信的背景下,各级政府部门纷纷建立政务微信公众号,为建设成为服务型和阳光型政府做出努力。由此,政务微信成为了一种新型政务信息服务平台,为公众提供各种民生服务。有数据显示,截止到2015底,我国的政务微信公众号已超过10万个。然而对于政务微信公众平台的信息服务来说,在其发展的过程中,仍然存在一些问题。本文对政务微信公众平台提供的信息服务进行全面而深入的研究,分析政务微信公众平台的信息服务现状,并对政务微信公众平台提供的信息服务质量进行问卷调查,从而提出具有实际意义的可行性建议,为政务微信公众平台信息服务的不断完善和后续发展方向提供依据,指导政务微信公众平台在“互联网+”时代下满足公众个性化的信息服务需求。本文首先介绍了信息服务、微信、微信公众平台的相关概念和特征以及政务微信公众平台的发展现状和服务质量评价模型。其次,对政务微信公众平台的信息服务的现状进行分析,指出政务微信公众平台的信息服务具有指向性强、私密性好、不易沉没和具有较好的亲民性等特点,同时对主动的信息推送服务、个性化的信息查询服务、交互式的信息服务以及跨平台的信息服务等四种方式及出现的问题与不足进行分析。然后,构建政务微信公众平台信息服务质量评价模型,建立了包括信息内容、易用性、可获取性、移情性以及安全性5个维度的量表,并以此设计调查问卷,通过调查问卷收集用户对政务微信公众平台信息服务质量的实际感知水平和理想期望水平,并且运用SPSS和Excel软件对收集的数据进行统计分析,得出结论从而为改善政务微信公众平台信息服务质量提供参考依据。最后,介绍了改善和提升政务微信公众平台信息服务质量的策略,从移情性、安全性、可获取性、信息内容和易用性5个方面给出对策,主要包括增强互动能力、加强监督监管措施、扩大宣传力度、提高信息质量以及提高人性化程度等。
[Abstract]:In 2011, Tencent designed an app, WeChat, a new self-media app. WeChat is popular with the public because of its huge advantages. Government departments at all levels have established Government WeChat Official account to make efforts to build a service-oriented and Sunshine government. As a result, Government WeChat has become a new type of government information service platform. The data show that by the end of 2015 years, Official account has more than 100, 000 people's livelihood services. However, for the information service of the government WeChat public platform, in the process of its development, There are still some problems. This paper makes a comprehensive and in-depth study on the information service provided by the government WeChat public platform, and analyzes the current situation of the information service of the government WeChat public platform. A questionnaire survey on the quality of information service provided by the WeChat public platform of government affairs is carried out, so as to put forward some feasible suggestions with practical significance and provide the basis for the continuous improvement of the information service of the public platform of government affairs WeChat and the direction of its follow-up development. To guide the government WeChat public platform in the "Internet" era to meet the public personalized information service needs. This paper first introduces the information service, WeChat, The related concepts and characteristics of WeChat public platform, the development status quo and service quality evaluation model of government WeChat public platform. Secondly, the analysis of the current situation of information service of government WeChat public platform. It is pointed out that the information service of the public platform of government WeChat has the characteristics of strong directionality, good privacy, difficulty to sink and good affinity to the people. At the same time, it also provides the initiative information push service and the individualized information query service. The interactive information service and the cross-platform information service are analyzed, and the problems and shortcomings are analyzed. Then, the evaluation model of the information service quality of the government WeChat public platform is constructed, which includes the information content, the ease of use, and so on. The questionnaire is designed to collect the actual perceived level and ideal expectation level of users' information service quality on the public platform of government WeChat through the questionnaire, which includes five dimensions: accessibility, empathy and security. And use SPSS and Excel software to collect the data to carry on the statistical analysis, draw the conclusion, so as to provide the reference basis for improving the information service quality of the public platform of government affairs WeChat. Finally, This paper introduces the strategies of improving and improving the information service quality of the public platform of WeChat, and puts forward the countermeasures from five aspects: empathy, security, accessibility, information content and ease of use, mainly including enhancing the interactive ability, strengthening the supervision and supervision measures. Expand propaganda, improve the quality of information and improve the degree of humanization.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：D63

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