关键词: 移动政务APP, 满意度, 解释结构模型, 在线评论, 感知价值

Abstract: [Purpose/Significance] This study aims to clarify the influencing mechanism of user satisfaction for mobile government APPs, provide improvement suggestions for the sound development of mobile government APPs, and help enhance the people's sense of fulfillment and the government's capacity for governance. [Design/Methodology] From the perspective of perceived value, the method of content analysis was used to summarize the influencing factors of user satisfaction from the negative comments of users on mobile government APPs. The Explanatory Structure Model（ISM）was used to reveal the hierarchical relationship among factors, and the Cross-Impact Matrix Multiplication Applied to Classification Model（MICMAC）was used to explain and verify these relationships. [Findings/Conclusion] A total of 22 influencing factors on user satisfaction of mobile government Apps in three dimensions of perceived functional value, perceived interaction value and perceived risk value were determined.According to the ISM model, 22 factors were divided into three levels: surface, middle and bottom,and these influencing factors were further divided into three groups: independent, autonomous and dependent based on MICMAC. [Originality/Value] This paper reveals the influencing mechanism of user satisfaction for mobile government APPs, enriches the specific content and application field of the theory of perceived value, and provides effective suggestions for the development of mobile government.

Key words: Mobile government APP, User satisfaction, Interpretive structural model, Online comments, Perceived value