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Research on Key Influencing Factors of E-Government Cloud Service Satisfaction

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Abstract

To effectively reduce cost of e-government construction, operation and maintenance, and solve problems of using different standards, redundant construction, and decentralized resources in e-government construction, most local governments adopt cloud services to achieve non-confidential electronics under the guidance of national policies. However, how to improve the user satisfaction of e-government cloud services has become a pressing issue faced by government cloud authorities. Based on the literature review, the current research constructs a hypothetical model of influencing factors of the user satisfaction of e-government cloud services. It summarizes the factors into service quality, service price, and service trust. Taking the e-government cloud services in Weifang, Shandong, as a research object, this paper conducts an empirical study based on a survey. The results show that service quality and service trust positively affect the user satisfaction of e-government cloud services. However, service price dampens the user satisfaction of e-government cloud services. More importantly, service price partially mediates the relation between service quality and user satisfaction of e-government cloud services. The results guide for the e-government cloud authorities to improve user satisfaction, and inspire the marketing of e-government cloud services.

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Acknowledgements

This work was supported by the [National Natural Science Foundation of China] under Grant [Number 71704020]; [Natural Science Foundation of Heilongjiang] under Grant [Number QC2017081]; [Key R & D project of Shandong Province] under Grant [Number 2018GSF122001]; and [National Key R&D Program of China] under Grant [Number 2017YFF0207702].

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Authors and Affiliations

  1. Qilu University of Technology (Shandong Academy of Sciences), Jinan, 250101, China

    Gang Li, Mingle Zhou, Zhengqian Feng & Min Li

  2. Shandong Computer Science Center, (National Supercomputer Center in Jinan), Jinan, 250014, China

    Gang Li, Mingle Zhou, Zhengqian Feng & Min Li

  3. Finance College, Qilu University of Technology, Jinan, 250000, China

    Gang Li

  4. Department of E-Commerce, School of Information Management and Engineering, Zhejiang University of Finance and Economics, Hangzhou, 310018, Zhejiang, China

    Hui Jiang

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  1. Gang Li
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  2. Mingle Zhou
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  4. Min Li
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Correspondence to Hui Jiang.

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Li, G., Zhou, M., Feng, Z. et al. Research on Key Influencing Factors of E-Government Cloud Service Satisfaction. Wireless Pers Commun 127, 1117–1135 (2022). https://doi.org/10.1007/s11277-021-08567-0

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