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论文编号：	5313
作者编号：	2120112519
上传时间：	2013/6/6 12:39:57
中文题目：	政府网站可用性评价研究——以“天津政务网”为例
英文题目：	Study on Usability Evaluation of Government Websites: Taking Tianjin Government Website as an Example
指导老师：	王芳
中文关键字：	政府网站;可用性;可用性评价;网站评价
英文关键字：	government website, usability, usability evaluation, website evaluation
中文摘要：	随着我国行政体制改革的不断深入，政府职能向服务型转变的速度越来越快。政府网站作为政府部门履行行政职能、提供便民服务的电子窗口，其使用效果直接关系着行政效率和公众满意度的高低。虽然每年我国公共财政对电子政务的投入都很大，政府网站建设的技术水平有明显的提高，但是政府网站的服务效果仍然不尽人意，一些政府网站沦为面子工程，对政府网站的可用性关注不够。政府网站面临着最广泛的用户，用户体验的政府网站质量水平应该值得尤为关注。本文从可用性角度评价政府网站，利用分组实验比较的研究方法，以天津政务网为例，对政府网站可用性评价的用户影响和指标选择进行了研究。本研究内容具体包括以下几个部分： 一是在对国内外大量文献研究的基础上，结合我国政府网站的特点，在焦点小组讨论的基础上，提出一套适合的、科学的政府网站可用性评价维度； 二是建立研究假设，探索用户个体因素对可用性总体水平的影响，社会身份与任务绩效的关系，社会身份和网站使用过程对用户满意度的影响，网站客观任务绩效与用户感知任务绩效是否一致； 三是进行研究设计，具体包括网站的选取、被试的选择、任务的设置、数据收集的方法； 四是通过可用性实验的方法收集用户数据，具体包括可用性实验室测验、可用性问卷调查与访谈； 五是分析可用性测验数据结果，比较不同用户群反馈在可用性水平上的差异，发现政府网站可用性问题，比如某些人群在某些可用性属性上的表现不佳，某些网站功能用户体验效果不好等，之后在验证研究假设中的几组概念关系的基础上提出改进和完善政府网站服务水平的对策，从而为推进服务型政府的建设做出学术上的贡献。 本文的创新之处在于提出了专门针对我国政府网站的一套评价体系，包括评价视角、被试对象的选取、数据收集方法等方面。
英文摘要：	With the deepening of the reform of administrative system, the government function has transformed to service-oriented faster and faster, government website is an electronic platform for governments and departments performing administrative functions and providing convenient services, its usability concerns the administrative efficiency and public satisfaction. While large amount of fund has invested in e-government projects annually, the technical level of government websites has increased significantly, but the governmental service effect is still unsatisfactory, a number of government websites reduced to a face-saving projects lacking sufficient attention to usability. As the target user group of government website is extensive, the user perceptive experience quality of the government websites should be valued particularly. This article has made the experimental group comparison, taking Tianjin government website as an example, and studied on the user impacts and indicators on the government website usability evaluation. The content of this study includes the following sections: First, on the basis of the large number of domestic and foreign literature, combined with the characteristics of the Chinese government website, with focus group discussions, there will be a set of appropriate scientific government website usability evaluation dimensions; The second, to establish a research hypothesis, exploring the relationship of user context and usability overall level, user`s social status and task performance, social identity and website use procedure and user satisfaction, the consistency between usability-test result and user self-report on task performance; Third, the study design, including the selection of case site, testee, tasks and data collect methods; Fourth, adopt “usability test” method to collect user data, including the usability laboratory tests, usability questionnaire and interview; The fifth is to analyze the results of the usability data, compare the difference of usability level between various user group feedback, simultaneously find government websites usability problems, check out the relations proposed in the hypothesis, then put some suggestions on how to improve the service levels of government websites and make academic contribution to promoting the construction of service-oriented government. The innovation of this paper lies in proposing a set of evaluation system specifically for the Chinese government website, including evaluation perspective, the selection of the participants, data collection methods, etc.
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