Mobile government practice focuses on"people-centered"and user demand orientation,but user demand research is still insufficient and unclear,and there is an urgent need to open the"black box"of user demand.The study takes the user reviews of mobile government apps in the app store as the context,uses the method of data mining and statistical analysis to construct six demand themes,examines the rela-tionship between demand themes and user satisfaction,and combines the theory of KANO demand model to"portrait"user demand.The study found that usability,ease of use and support belong to the one-dimen-sional quality,completeness belongs to the attractive quality,and inclusiveness and security belong to the must-be quality.The study reveals that government departments need to prioritize the order of response to user needs,following the order of must-be,one-dimensional,attractive,indifferent quality,focusing on solving unsatisfactory matters,ensuring higher usability,ease of use,and stability,and making every effort to improve the completeness of the service.
User RequirementsMobile GovernmentKANOUser ReviewsPortrait
NETL
NSTL
万方数据
