五 结论与建议

本文以重庆、武汉与天津三个城市的普通公众为调研对象，基于技术接受与使用整合理论，融合创新扩散理论、信任理论的核心变量构建概念模型，并对模型及其相关假设进行实证检验。本文的实证结果不仅再次验证了技术接受与使用整合理论对中国电子政务公众使用意愿的解释力，而且更加凸显出绩效期望在电子政务公众使用意愿形成过程中的重要作用。绩效期望对使用意愿的直接促进作用，表明公众对电子化公共服务有用性与需求满足能力的认可度越高，其使用电子化公共服务的行为倾向就越明显。

以上研究发现对进一步提升中国政府网站的公众使用率提供了有益的政策启示。

首先，应强化政府网站服务功能，建构智慧生活环境，建设智能系统整合平台，发展电子化公共服务智慧服务架构；应着力完善大数据应用环境，规划分析重点领域应用，运用政务网站获取的数据，提高分析和利用水平，提高公众对政府网站的绩效期望。

其次，政府各相关部门应努力提高政务网站的可操作性和简洁性，缩小不同人群及年龄层间的数字鸿沟，培养其网络信息操作与网络使用安全技能，提升公众使用电子化公共服务的能力，降低公众使用政府网站的努力期望。

再次，还应提供多元化的公共服务供给渠道，无差别供给政府公共服务；政府部门应该深入研究用户的类型和需求，全面梳理政府业务事项，提高一站式服务水平，应充分考虑用户使用习惯，不断完善多样化的服务功能，提升电子化公共服务的便利性。

最后，政府部门要积极关注公众诉求，围绕教育、环保、拆迁等社会关注的热点问题，邀请相关部门通过政府网站予以积极回应，防止对涉及公众重大利益的事务避而不谈。在进行民意调查之前，政府机构应利用各种媒体加强对民意征集的宣传力度，以取得广大民众的理解和支持，增加公众对政府信任感，提高政府网站公众使用意愿与使用频率。

本研究局限性主要包括两个方面。一是本研究以普通市民为调研对象，忽视了对电子化公共服务其他使用主体的考察，未来研究可拓展至企业、非营利组织与政府部门等其他需求主体。二是本文仅以政府网站为研究对象，暂未将移动电子政务等其他类型电子化公共服务提供方式考虑其中，未来可分析其他类型电子政务公众采纳意愿的影响因素，进一步检验解构式计划行为理论的适用性。

 

参考文献

李燕、朱春奎、李文娟，2016，《国外电子政务公众使用行为研究述评》，《公共行政评论》第6期。

李燕，2016，《中国电子政务公众接受研究回顾——基于内容分析与权重分析的文献述评》，《情报杂志》第2期。

廖敏慧、严中华、廖敏珍，2015，《政府网站公众接受度影响因素的实证研究．电子政务》第3期。

史达，2011，《影响政府组织进行信息技术创新的因素分析：技术接受、技术扩散和公众信任视角的研究——以大连市电子政务为例》，《电子政务》第10期。

王华，2006，《影响公众对政府门户网站使用意愿的因素研究》，哈尔滨工业大学硕士学位论文。

吴云、胡广伟，2014，《政务社交媒体的公众接受模型研究》，《情报杂志》第2期。

Ahmad, M. O., Markkula, J. &Oivo, M.2013. Factors Affecting e-Government Adoption in Pakistan: A Citizen's Perspective. Transforming Government People, 7（2）: 225-239（15）.

Ajzen, I.1991. The Theory of Planned Behavior. Research in Nursing & Health, 14（2）, 137.

Alawadhi, S. & Morris, A.2008. The Use of the UTAUT Model in the Adoption of EGovernment Services in Kuwait. Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences（p.219）. IEEE Computer Society.

Al-Shafi, S. & Weerakkody, V.2010. Factors Affecting e-Government Adoption in the State of Qatar. European and Mediterranean Conference on Information Systems, Abu Dhabi, UAE. Retrieved 10 July 2012 from vscheiner.brunel.ac.uk/bitstream/2438/4395/1/C101.pdf.

Alshehri, M., Drew, S., Alhussain, T. & Alghamdi, R.2012. The Effects of Website Quality on Adoption of e-Government Service: An Empirical Study Applying UTAUT Model Using SEM. Australasian Conference on Information Systems（pp.1-13）.

Al-Sobhi, F., Weerakkody, V. & El-Haddadeh, R.2011. The Relative Importance of Intermediaries in e-Government Adoption: A Study of Saudi Arabia. Electronic Government. Springer Berlin Heidelberg.

Belanche, D., Casaló, L. V. & Flavián, C.2012. Integrating Trust and Personal Values into the Technology Acceptance Model: The Case of e-Government Services Adoption. Cuadernos De Economía Y Dirección De La Empresa, 15（4）: 192-204.

Belanger, F. & Carter, L.2008. Trust and Risk in e-Government Adoption. Journal of Strategic Information Systems,17（2）: 165-176.

Carter, L., Bélanger, F.,2005. The Utilization of e-Government Services: Citizen Trust, Innovation and Acceptance Factors. Information Systems Journal, 15（1）: 5-25.

Compeau, D. R. & Higgins, C. A.1995. Computer Self-efficacy: Development of a Measure and Initial Test. MIS Quarterly, 19（2）: 189-211.

Davis, F. D., Bagozzi, R. P. & Warshaw, P. R.1992. Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied Social Psychology, 22（14）: 1111-1132.

Dijk, J. A. G. M. V., Peters, O. & Ebbers, W.2008. Explaining the Acceptance and Use of Government Internet Services: A Multivariate Analysis of 2006 Survey Data in the Netherlands. Government Information Quarterly, 25（3）: 379-399.

Dwivedi, Y. K., Rana, N. P., Chen, H. & Williams, M. D.2011. A Meta-analysis of the Unified Theory of Acceptance and Use of Technology（UTAUT）. IFIP International Working Conference on Governance and Sustainability in Information Systems-Managing the Transfer and Diffusion of IT（Vol.366, pp.155 - 170）. Springer Berlin Heidelberg.

Fishbein, M. & Ajzen, I.1975. Belief, Attitude, Intention and Behaviour: An Introduction to Theory and Research. Philosophy & Rhetoric, 41（4）, 842-844.

Gefen, D, P. A. Pavlou, M. Warkentin & M. R. Gregory.2002. e-Government Adoption. Proceedings of the Eighth Americas Conference on Information Systems,569-576.

Gilbert, D.2004. Barriers and Benefits in the Adoption of e-Government. International Journal of Public Sector Management,17（4）: 286-301.

Gilbert, D., Balestrini, P. &Littleboy, D.2004. Barriers and Benefits in the Adoption of e-Government. The International Journal of Public Sector Management, 14（4）:286-301.

Gollwitzer, P. M.1999. Implementation Intentions: Strong Effects of Simple Plans. American Psychologist, 54（7）: 493-503.

Gracia, D. B., Casaló Ariño, L. V. &Blanco, C. F.2012. Understanding the Influence of Social Information Sources on e-Government Adoption. Information Research, 17（3）: 741-755.

Horsburgh, S., Goldfinch, S. &Gauld, R.2011. Is Public Trust in Government Associated with Trust in E-government? Social Science Computer Review,29（2）:232-241.

Hung, Y. H., Wang, Y. S. & Chou, S. C. T.2007. User Acceptance of e-Government Services. Pacific Asia Conference on Information Systems, PACIS 2007, Auckland, New Zealand, July 4-6,2007.

Jarvenpaa, S. L., Tractinsky, N. & Saarinen, L.1999. Consumer Trust in an Internet Store: A Cross-cultural Validation. Journal of Computer-Mediated Communication, 5（2）:10-20.

Kumar V, Mukerji B, Butt I., Persaud, A. Factors for Successful E-government Adoption: A Conceptual Framework. The Electronic Journal of e-Government, 2007, 5（1）: 63-76.

Lean, O. K., Zailani, S., Ramayah, T. &Fernando, Y.2009. Factors Influencing Intention to Use e-Government Services among Citizens in Malaysia. International Journal of Information Management,29（6）: 458-475.

Liang, S. & Lu, H.2000. Adoption of e-Government Services: An Empirical Study of the Online Tax Filing System in Taiwan. Online Information Review, 37（37）:424-442.

Loo, W. H., Yeow, P. H. P. &Chong, S. C.2009. User Acceptance of Malaysian Government Multipurpose Smartcard Applications. Government Information Quarterly, 26（2）: 358-367.

Mäntymäki, M.2008. Does e-Government Trust in e-Commerce when Investigating Trust? A Review of Trust Literature in e-Commerce and e-Government Domains. Towards Sustainable Society on Ubiquitous Networks. Springer US.

Mcknight, D. H.2001. What Trust Means in e-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology. International Journal of Electronic Commerce,6（2）: 35-59.

Merrill Warkentin, David Gefen, Paul A. Pavlou.2002. Encouraging Citizen Adoption of e-Government by Building Trust. Electronic Markets,12（3）: 157-162.

Nam, T.2014. Determining the Type of e-Government Use. Government Information Quarterly, 31（2）: 211-220.

Nripendra, P. R., Yogesh K. Dwivedi&Michael, D. Williams.2015. A Meta-analysis of Existing Research on Citizen Adoption of e-Government. Information System Frontier, 17: 547-563.

Ozkan, S. & Kanat, I. E.2011. e-Government Adoption Model Based on Theory of Planned Behavior: Empirical Validation. Government Information Quarterly, 28（4）: 503-513.

Pavlou, P.2003. Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model. International Journal of Electronic Commerce, 7（3）: 69-103.

Rogers, E. M.1983. Diffusion of Innovations.3rd ed. New York: The Free Press.

Shareef, M. A., Kumar, U., Kumar, V. & Dwivedi, Y. K.2009. Identifying Critical Factors for Adoption of e-Government. Electronic Government: An International Journal, 6（1）: 70-96.

Shyu, H. P. & Huang, J. H.2011. Elucidating Usage of e-Government Learning: A Perspective of the Extended Technology Acceptance Model. Government Information Quarterly,28（4）: 491-502.

Taylor, S. & Todd P. A.1995. Understanding Information Technology Usage: A Test of Competing Models. Information System Research, 6（2）, 144-176.

Van Dijk, Jan A. G. M., Peters, O. & Ebbers, W.2008. Explaining the Acceptance and Use of Government Internet Services: A Multivariate Analysis of 2006 Survey Data in the Netherlands. Government Information Quarterly, 25（3）: 379-399.

Venkatesh, V. & Davis, F. D.2003. User Acceptance of Information Technology: Toward a Unified View. Mis Quarterly Management Information Systems, 27（3）:425-478.

Wang, H. J., &Jin, L.2013. Determinants of Citizens'Intent to Use Government Websites in Taiwan. Information Development, 72（29）: 123-137.

Warkentin, M., Gefen, D., Pavlou, P. A. & Rose, G.2002. Encouraging Citizen Adoption of e-Government by Building Trust. Electronic Markets, 12（3）: 157162.

Wu, I. L., &Chen, J. L.2005. An Extension of Trust&TAM Model with TPB in the Initial Adoption of On-line Tax:An Empirical Study. International Journal of Human-Comput er Studies,62（6）: 784-808, http://dx.doi.org/10.1016/j.ijhcs.2005.03.003.