影响个体公民使用电子政务意愿的因素研究

影响个体公民使用电子政务意愿的因素研究基于西安和南京两市的实证研究Research on the Factors Impact the Will of Individual Citizens to Use E-governmentAn Empirical Study Based on Xian and NanjingA thesis submitted toXian Jiaotong Universityin partial fulfillment of the requirementfor the degree ofMaster of Management Science摘 要I论文题目：影响个体公民使用电子政务意愿的因素研究基于西安和南京两市的实证研究摘 要在电子政务高速发展的时代背景下，虽然我国电子政务建设取得了令人瞩目的成就，但同时我国电子政务也似乎面临着难以逾越的瓶颈政府投入巨资和公民对之冷淡的态度形成了鲜明的对比。如何提高电子政务的使用率，让其成为政府和公民沟通的桥梁，达到转变政府职能、提高政府治理能力，最终实现整个社会的高效运转与和谐已经成为学界共同关注的焦点。本文就在整理了学界相关研究成果的基础上，将客户关系管理的核心理念用户至上，引入电子政务的相关研究中，结合技术接受模型和创新扩散理论，综合提出了七个可能影响公民使用电子政务意愿的因素，并且以此构建了适合我国国情的用以探究影响公民使用电子政务意愿的理论模型和假设模型。并通过对南京市和西安市的调研，用定性与定量相结合的方式在准确把握两个城市电子政务使用现状的基础之上，利用结构方程模型揭示了各个影响因素对个体公民使用电子政务意愿的影响，从而在实证的层面论证了假设模型的有效性。并且用结构方程模型找出了每一个因素之间的相互关系，从而找到了各个影响因素对公民使用电子政务意愿的间接影响。研究最终得出结论：在影响公民个体使用电子政务的诸多因素当中，结果可见性，过往体验，信任，感知有用性，兼容性，风险认知，感知易用性这七个因素最为重要。最后，研究建议，目前要想让我国电子政务建设水平更上一层楼，使广大公民普遍接受电子政务，进而加速政府向现代服务型政府转变，就必须重视公民需求，将公民和政府视作同等的电子政务使用者，努力提高公民对电子政务的易用性感知、有用性感知、降低网络风险，同时提高政府网站的兼容性、安全性以及结果可见性，唯有如此，才能使电子政务符合广大民众的需求，进而推动其加速发展。关 键 词：电子政务；影响因素；客户关系管理论文类型：研究报告硕士学位论文IITitle： Research on the Factors Impact the Will of Individual Citizens to Use E-governmentAn Empirical Study Based on Xian and NanjingSpeciality：Public AdministrationABSTRACTWith the high speed development of informationization wave, although the e-government constructure of our country gets many notable achievements, it also seems that the e-government faces on an unexcelled bottleneckthe clear comparration between the huge investment of government and the indifferent attitude of citizen. So how to improve the use rate of e-government and combine it into the communication of government and citizens has become a common attentive focus in academe, which is in order to change government function, improve government administrate ability and actualize the efficiency and harmonious of our society.After sorts out the academe relative research, this paper introduces the Customer Relationship Management Theoryconsumer orientedinto the relative research of e-government. It combines the Technology Accept Model and Innovation Diffussion Theory, and synthetically putts forward seven factors which may affect individuals will of using e-government. And according to this, the theory model and suppose model are builded in order to explore the citizes will of using e-government, which is fit to the situation of our country. In the lay of demonstration, it demostrates the validity of suppose model through the way of researching in the cities of Nan Jin and Xian, which uses the Structure Equation Model in order to explore various factors to individual citizens will of using e-government that based on exactly grasp the using actuality of e-government in two cities by the method of qualitative and quantitative research methods. The indirect affection of various factors to citizens will of using e-government are finded due to that the structure equation model finds the mutual relationship of every factors. The conclusion shows that the seven factors, result observerbility, experience, trust, perceived ease of use, compatibility, perceived risk, perceived usefulness, are most important in a good many factors of individual citizens will of using e-government.Finally, this research suggest that we should attach importance to users demand, regard the citizen and government as the coequal user of e-government, improve the civils percieved usefulness and perceived ease of use, reduce the internet risk, and increase the compatibility, security and result observerbility of government website in order to make e-government of our country to a greater height, let the universal citizen generally accept the e-government, and accelerate government change to the modern service type. Only in this way can make the e-government accord with the universally citizens demand and accelerate its development.ABSTRACTIIIKEY WORDS： E-government； Factors； Customer Relationship Management TYPE OF THESIS： Research Report硕士学位论文IV目 录1 绪论 .11.1 研究背景 .11.2 问题的提出 .21.3 研究范围说明 .31.4 研究意义 .31.5 研究方法 .41.6 论文的研究内容及框架 .41.6.1 论文章节安排 .41.6.2 文章结构 .52 文献综述及理论基础 .82.1 国外研究现状 .82.2 国内研究现状 .112.2.1 国内电子政务研究成果概述 .112.2.2 其他电子政务相关研究 .112.3 国内外研究对比 .162.4 相关理论基础 .172.4.1 技术接受模型（TAM） .172.4.2 创新扩散理论 .182.4.3 客户关系管理理论与电子政务 .193 研究模型以及研究假设 .203.1 电子政务定义 .203.2 电子政务的工具特性 .203.3 电子政务用户群分类 .213.4 理论框架构建 .223.4.1 逻辑模型 .223.4.2 研究假设 .234 研究方法及数据处理 .274.1 研究方法 .274.2 数据处理 .284.2.1 描述统计 .284.2.2 样本数据 T 检验 .32目 录绪论V4.2.3 问卷效度检验 .334.2.4 问卷信度检验 .334.2.5 结构方程模型 .344.3 实证结果的现实解释 .414.3.1 感知易用性、兼容性与个体公民接受电子政务意愿的关系 .414.3.2 风险认知与个体公民接受电子政务意愿的关系 .424.3.3 过往体验与个体公民接受电子政务意愿的关系 .424.3.4 结果可见性与个体公民接受电子政务意愿的关系 .434.3.5 信任与个体公民接受电子政务意愿的关系 .434.3.6 感知有用性与个体公民接受电子政务意愿的关系 .445 结论与建议 .455.1 结论 .455.2 建议 .466 研究展望 .516.1 此次研究存在的不足 .516.2 研究展望 .52参考文献 .53附 录 .57致 谢 .61声明硕士学位论文VICONTENTS1 Introduction .11.1 Background .11.2 Research Objectives .31.3 The Scope of This Research.31.4 Research Significance .41.5 Research Methods .41.6 Framework and Content .41.6.1Chapters Outlines .41.6.2Structure .52 Literature Review and Theory Basis .82.1 Research abroad .82.2 Domestic Research .112.2.1E-government Research and Construction Achievement.112.2.2 Research on E-government .112.3 Research Contrast.162.4 Theory Basis.172.4.1Technologe Acceptance Model .172.4.2 Difusion of Innovation Theory.182.4.3 Customer Relationship Management .193 Research Model and Hypothesis .203.1Definition of E-government .203.2Instrumentality of E-government .203.3Classification of the E-government Users.213.4Theory Framework .223.4.1 Logic Model .223.4.2 Research Hypothesis .234 Research Methods and Data Processin