新冠疫情下政务APP服务质量、满意度及使用行为分析——以“i厦门”为例

结合政务APP特性改进信息系统成功模型，构造政务APP服务质量、满意度及使用行为模型，应用SmartPLS30对调查问卷进行分析。结果表明:信息质量、系统质量和应急服务功能对政务APP服务质量有显著正向影响，服务质量对用户满意度有显著正向影响，用户满意度对使用行为有显著正向影响，技术素养在用户满意度与使用行为之间有负向调节作用。政府应加强政务APP应急服务功能，将应急服务视为常态化工作；从信息语言表达、内容和版面设计，系统功能完善、更新和维护角度提高政务APP信息质量和系统质量；提供“一站式”服务，优化各模块服务操作流程，不断提升用户服务质量感知与满意度，促进用户使用。

Service Quality,Satisfaction and Usage Behavior of Government APP amid COVID 19: A Case Study of iXiamen

A model of the service quality,satisfaction and use behavior of the government APP is constructed considering the characteristics of government APP and the information systems success model,and a questionnaire analysis made using SmartPLS3.0.The results show that information quality,system quality and emergency service function have significant positive effects on service quality of government APP,service quality has a significant positive influence on users satisfaction,users satisfaction has a significant positive effect on users behavior,and technical literacy has a negative moderating effect between users satisfaction and usage behavior.Government should therefore strengthen the emergency service function of government APP responding to emergency on a regular basis,improve the information quality and system quality of government APP from the perspective of verbal expression of information,content and layout design,system function improvement,updates and maintenanceprovide one stop service,and optimize modules service operation process to keep improving the users service quality perception and satisfaction for expanded use of the APP.