Research on E-Government Customer Satisfaction Based on Interpretative Structural Modeling and Management by Objective

Public service is the central object of e-government in the future in China. When the development of e-government is evaluated, the index system should cover the information that the website provides, how it provides and how the public feel and what they expect for e-government. All these issues are involved with the evaluation of the customer satisfaction of e-government. Because the impact between the factors also exists besides that on the customer satisfaction in practice, obviously such an evaluation can be a complex system. The interpretative structural modeling method is used to build the multi-level hierarchical structure and discuss the relation and status of each factor. According to the outcomes the theory of management by objective is analyzed to evaluate the situation of each factor and their impact on the development of e-government.