A Qualitative Study on the Impact Mechanisms of User Satisfaction of Comprehen-sive Government Service APPs Based on User Reviews
Comprehensive Government Service Apps are critical for delivering"one-stop"solutions for high-frequency government transactions and are essential for the development of efficient,collaborative dig-ital governance.This study explores the determinants of user satisfaction and their mechanisms to inform tar-geted enhancements in app functionality and service processes,ultimately aiming to improve digital govern-ance standards.Utilizing the Service Encounter Triad and the Service Encounter Satisfaction Model as theo-retical frameworks,this study analyzed user reviews from 29 apps through Grounded Theory,identifying sev-en key factors within product quality and usage contexts.This study developed a triadic subject model and a process model to describe these dynamics and revealed that higher product quality and usage scenarios a-ligned with user needs lead to greater satisfaction.Institutional pressures in app promotion negatively influ-ence satisfaction prior to use,whereas during usage,product quality positively impacts user satisfaction.Af-ter use,perceived empathy within the usage context enhances satisfaction.Additionally,institutional pres-sures negatively moderate the positive relationship between product quality and satisfaction.This study not only elucidates the complex mechanisms affecting user satisfaction but also enriches the management infor-mation systems literature by extending the applicability of established theories.The insights provided offer a theoretical basis for further quantitative studies on satisfaction dimensions and the regulatory effects of institu-tional pressures.Recommendations derived from this study could optimize digital governance services,pro-moting high-quality development and advancing digital transformation in China.
Comprehensive government service appsUser satisfactionUser reviewsProcess studyGrounded theory
万方数据
维普
