Evaluation and Empirical Study on the Information Service Quality of TikTok Government Accounts

Ping Chen Author-Email: Chenping@whu.edu.cn and Xiaojuan Zhang Author-Email: Xjz@whu.edu.cn
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Ping Chen Author-Email: Chenping@whu.edu.cn: Wuhan University, China
Xiaojuan Zhang Author-Email: Xjz@whu.edu.cn: Wuhan University, China

Eurasian Journal of Social Sciences, 2020, vol. 8, issue 2, 53-69

Abstract: Effective evaluation on the information service quality of TikTok government accounts, an emerging channel and means employed by China’s government to provide public service, will be helpful to provide reference for the service improvement. Based on the SERVQUAL model and scale, and the gaps model of service quality, the authors established an evaluation indicator system for the TikTok government account information service quality from the public perspective, and also empirically verified its primary indicators through a case study of local TikTok government accounts. The findings showed that the SERVQUAL model and scale are also applicable to the study of the information service quality of TikTok government accounts after some modification, and that the user-perceived service quality of the local TikTok government accounts has not yet met their expectations. Further research will place an emphasis on an empirical study of the national wide top-ranked case(s) for comparative analysis and benchmark setting purpose.

Keywords: TikTok Government Accounts; E-Government Service Quality; Evaluation Indicator; Factor Analysis Journal: Eurasian Journal of Social Sciences (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ejn:ejssjr:v:8:y:2020:i:2:p:53-69

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