A Study on Citizen Satisfaction Evaluation Model of Chinese Municipal Government Online Services

Service acceptor satisfaction evaluation offers a new approach for assessing e-government online services. However, few studies of this kind have been published in e-government service research field in China. Despite American customer satisfaction index (ACSI) Model can provide the scientific model and methods for this kind of research, it has been pointed powerless to offer more specific information for service improvements in recent years. Thus, this paper aims to improve AC SI model and further establish a model for evaluating Chinese municipal government online services, by identifying and adding five quality factors (site usability and ease-of-use, functional service, information service, transaction service and democracy content) and relative measures. The new model is validated by satisfaction survey data on Harbin government portal online services. Then the results of model parameter estimations are analyzed for presenting a series of implications. Finally, limitations of this study and future research directions are presented.