The Construction of Customer Satisfaction Index for Government Portals

Abstract:

This article takes government portals as study object, consults the domestic and overseas study in customer index testing which especially comes form America, and according as the characteristics of the services in government portals , to construct a theory model for government portals customers satisfaction index testing ,and build a assorted index testing system for it. On the basis of that, according to the structural equation theory and algorithm, built a model bases on the structural equation for the government portals customer satisfaction index testing, effectively solved the problem that how to test the government portals customer satisfaction, gives a useful reference for the build of government portal in the future.

• Periodical: Advanced Materials Research (Volumes 403-408)
• Pages: 1672-1675
• DOI: https://doi.org/10.4028/www.scientific.net/AMR.403-408.1672
• Online since: November 2011
• Authors: Shu Xin Guo, Jin Huan Yu, Cheng Li Zhao
• Keywords: Customer Satisfaction, Government Portals, Index System, Structural Equation

References

[1] Oliver, Richard L. Processing of the Satisfaction Response in Consumption：ASuggested Framework and Research Propositions[J]．Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior, Vol, 2(1)(1981), pp.1-16.

[2] China index academy. China real estate customer satisfaction index system theory and practice [M]. beijing: economic management press(2005), pp.76-93.

[3] LiuYuMin etc. Customer satisfaction assessment method of quality function deployment [J]. journal of system engineering theory and practice, Vol, 9(2004), pp.20-27.

[4] YanRongWu. American customer satisfaction index evaluation [J] world standardization and quality management, Vol, 1 (2001), p.7210.

[5] SunZhiJiang. Local government website evaluation [D]. Beijing: tsinghua university(2004), pp.14-15, 20.