Empirical Study on Electronic Public Service Evaluation by Using Optimal Fuzzy Cluster Models

Abstract

Abstract: As a service-oriented government, it increasingly adopts electronic system for public service. To improve the ability and efficiency of electronic public service, it is necessary to evaluate the quality of an electronic public service system. In this paper, study on performance evaluation of public service is conducted by using the system evaluation theory originally from Industrial Engineering (IE). In reference of the existing results, a set of electronic public service evaluation indexes is built. Then, statistics data are collected trough a questionnaire survey and exclusive interviews to corresponding users of a government system. With the data collected, an empirical study on service level is done by using optimal fuzzy cluster models. Results show that, by applying the proposed method, the service level obtained matches the practical one well for the considered government system.

Key words: electronic public service, service level evaluation, optimal fuzzy cluster model

Zhang Jing1,2, Hu Ming3, Wang Bo1. Empirical Study on Electronic Public Service Evaluation by Using Optimal Fuzzy Cluster Models[J]. Industrial Engineering Journal , 2013, 16(2): 92-96.

References

［1］Heeks R,Bailur S. Analyzing e-government research：perspectives，philosophies，theories，methods，and practice［J］．Government Information Quarterly,2007,24(2):243-265. ［2］ Yildiz M. E-government research:reviewing the literature,limitations，and ways forward［J］.Government Information Quarterly,2007,24(3):646-665. ［3］Lee K J,Hong J H. Development of all e-government service model:a business model approach［J］. International Review of Public Administration,2002,7(2):109-118. ［4］Pieterson W,Ebbers W,Dijk J V. Personalization in the public sector: an inventory of organization and user obstacles towards personalization of electronic services in the public sector［J］. Government Information Quarterly,2007，24(1):148-164. ［5］Warkentin M, Gefen D,Pavlou P A, et al. Encouraging citizen adoption of e-government by building trust［J］.Electronic Markets,2002,12(3):157162. ［6］Schedle R K,Summermatter L．Customer orientation in electronic government: cotives and effects［J］.Government Information Quarterly,2007,24(2):291-311. ［7］Carter L,Belange F. The utilization of e-government services:citizen trust,innovation and acceptance factors［J］.Information Systems Journal,2005,15(1):5-25. ［8］陈晓田.管理科学发展战略与“十一五”优先资助领域遴选研究［J］．管理科学学报，2005，8(2)：85-94． Chen Xiao-tian.Study on the development strategies in the management science and the selecting priority fields to be sponsored for “the eleventh fiveyear plan”［J］.Journal of Management Sciences in China,2005,8(2):85-94. ［9］李阳晖，罗贤春．国外电子政务服务研究综述［J］．公共管理学报，2008，5(4):116-128． Li Yang-hui,Luo Xian-chun.Research summarization on foreign e-government services［J］. Journal of Public Management, 2008，5(4):116-128. ［10］胡广伟，潘文文，顾日红．电子政务服务及其应用层次模型探讨［J］．情报杂志，2010，29(3)：125-130． Hu Guang-wei,Pan Wen-wen,Gu Ri-hong.Empirical research on e-gov service and its applied mode［J］. Journal of Intelligence, 2010,29(3):125-130. ［11］Joan C, Steyaert. Measuring the performance of electronic government services［J］.Information & Management, 2004,41(3):369-375. ［12］赵吉牡，余伟萍，王成杰．服务质量研究综述［J］．经营与管理，2008，26(1)：82-83． Zhao Ji-mu,Yu Wei-ping,Wang Cheng-jie. Literature review on the service quality［J］.Technology and Markte,2008,26(1):82-83. ［13］雷江升．服务及服务质量理论研究综述［J］．生产力研究，2007(20)：148-150． Lei Jiang-sheng. Literature review on service and service quality theory［J］. Productivity Research, 2007(20):148-150. ［14］Chiu H C.A study on the cognitive and affective components of service quality［J］.Total Quality Management,2002,13(2):265-274. ［15］王耘，穆勇，刘庆红．基于灰关联分析的模糊聚类最优划分判定模型［J］．山东大学学报：工学版，2006，41(2)： 86-89． Wang Yun,Mu Yong,Liu Qinghong.Judging model of fuzzy cluster optimal dividing based on grey relational grade analysis［J］.Journal of Shandong University: Engineering Science, 2006,41(2): 86-89. ［16］岑泳霆，周雪梅，席亮，等．模糊最优归类模型在门诊服务质量评价中的应用［J］．工业工程与管理，2007，12(1)：45-56． Cen Yong-ting, Zhou Xue-mei, Xi Liang, et al.The application of fuzzy best assortment model in quality evaluation of outpatient service［J］.Industrial Engineering and Management, 2007,12(1):45-56. ［17］王世明，岑詠霆，席亮．模糊最优归类模型在服务过程质量评价中的应用［J］．数学的实践与认识，2008，38(8)：39-45． Wang Shi-ming,Cen Yong-ting,Xi Liang.The application of fuzzy best assortment model in quality evaluation［J］.Mathematics in Practice and Theory, 2008,38(8):39-45.