Research on the Way to Improve the Service Quality of Shanxi Government WeChat

Based on the user demands, the service quality attributes of government WeChat were constructed. The service quality of Shanxi government WeChat were analyzed using the analytical KANO theory of government WeChat, and the way to improve the service quality of Shanxi government WeChat was proposed. ”No need to care” includes sound news, online event registration, etc.; “Surplus Satisfaction” does not have the service quality attributes of government WeChat; “Maintain performance” includes timely release of news, rich content of government affairs information and humor of news language, etc.; “Key enhancement” includes providing inquiry functions, collection channels of public suggestions, etc.. The conclusion provides reference for improving the service quality of government WeChat in Shanxi.

User Demands; the Service Quality of Government WeChat; Analytical KANO Theory

Zhen Feng, Liying Zhang, Tianli Shen. Research on the Way to Improve the Service Quality of Shanxi Government WeChat. 2019 Annual Conference of the Society for Management and Economics (SME 2019). 2019, Vol.4: 92-98. DOI: https://doi.org/10.35532/JSSS.V4.016.