電子化政府便民App服務品質與民眾滿意度關係之研究：以高雄iBus為例

RESEARCH ON PUBLIC SATISFACTION AND SERVICES QUALITY WITH E-GOVERNMENT CONVENIENCE APP: KAOHSIUNG IBUS APP AS AN EXAMPLE

10.6338/JDA.201902_14(1).0003

張美瑤(Mei-Yao Chang)

電子化政府 ； 持續使用意圖 ； App服務品質 ； 民眾滿意度 ； E-gov ； willingness to continue to use ； apps service quality ； public satisfaction

Journal of Data Analysis

14卷1期（2019 / 02 / 01）

33 - 48

繁體中文

近年來智慧型手持裝置的盛行，加上電子化政府多年的推動成果，民眾使用便民App的比例愈來愈高，而此一風氣也改變政府對民眾提供服務的方式，以及民眾的使用習慣。基於此，本研究透過問卷調查的方法，對民眾使用便民App的滿意度以及持續使用意願進行探討。問卷採線上及紙本發送，最後取得有效問卷345份，經由統計分析方法之檢驗，獲得之研究成果如下：（一）、便民App服務品質對民眾滿意度及持續使用意願皆有正面影響。（二）、民眾滿意度對持續使用意願也具有顯著的影響。（三）、在服務品質，系統效率、系統可用性、隱私性以及內容等子構面，會對民眾滿意度、持續使用意願造成正面的影響。最後依研究成果進行討論，並且對便民App之未來設計及發展做出建議。

In recent years, the prevalence of smart handheld devices, coupled with the results of the electronic government's many years of promotion, the proportion of people using convenience apps has become higher and higher, by this trend has also changed the way the government provides services to the people and the habits of the people. Based on this, we explore the satisfaction of the people using the convenience app and the willingness to continue using the questionnaire survey method. The questionnaires were sent online and delivery paper. Finally, 345 valid questionnaires were obtained. The results of the statistical analysis methods were as follows: (1) The quality of the convenience app has a positive impact on public satisfaction and willingness to continue to use. (2) People's satisfaction also has a significant impact on the willingness to continue to use. (3) In terms of service quality, system efficiency, system availability, privacy, and content, it will have a positive impact on people's satisfaction and willingness to continue to use. Finally, the research results are discussed, and suggestions for the future design and development of the convenience app are made based on the finding.

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