摘要
[目的/意义]针对政府数据开放(Open Government Data,OGD)中存在的公众需求重视不足、服务质量不高的问题,从公众需求出发研究OGD服务质量提升,为OGD改进提供实践指导。[方法/过程]探讨服务质量与公众需求之间的关联,基于SERVQUAL模型识别公众需求,进而基于QFD(Quality Function Deployment)技术框架构建OGD“质量屋”,将公众对OGD的服务需求转化为具体的服务质量提升解决方案,并对其优先级进行排序。[结果/结论]发现当前公众对政府数据开放的6项关键需求为:数据可用性、数据完整性、数据及时更新、动态更新、数据请求和建议反馈,进一步找到对应于关键需求的16项解决方案并依据其重要性进行排序,进而在此基础上提出针对性的服务质量提升对策及建议。
[Purpose/Significance]This paper focuses on the problems of insufficient attention to public demand and poor service quality in the Open Government Data(OGD),and provides practical guidance for improving the OGD through the research on service quality improvement of OGD from the public demand.[Method/Process]This paper discusses the relationship between service quality and public demand,and then identifies the public demand based on SERVQUAL model.Next,it constructs OGD"house of quality"based on QFD(Quality Function Deployment),and then transforms the public demand into specific solutions.At last it ranks the priority of the solutions.[Result/Conclusion]This paper finds that the six key requirements for public of the OGD are data accessibility,data completeness,timely update of data,dynamic update,data requests and suggestions and feedback.This paper further finds 16 solutions corresponding to the six key requirements and ranks them according to their importance,and then proposes the countermeasures and suggestions for improving service quality based on this.
作者
顾嘉琪
袁莉
Gu Jiaqi;Yuan Li(School of Public Administration,Sichuan University, Chengdu 610065)
出处
《情报杂志》
CSSCI
北大核心
2020年第6期196-202,共7页
Journal of Intelligence
基金
四川大学中央高校基本科研业务费项目“价值共创视角下开放政府数据的用户参与机制研究”(编号:2019skzx-pt43)的研究成果之一。
关键词
政府数据开放
公众需求
质量屋
服务质量提升
关键需求
open government data
public demand
house of quality
service quality improvement
key requirements
