关键词: 综合类政务服务APP, 使用满意度, 用户评论, 过程研究, 扎根理论

Abstract: Comprehensive Government Service Apps are critical for delivering "one-stop" solutions for high-frequency government transactions and are essential for the development of efficient, collaborative digital governance. This study explores the determinants of user satisfaction and their mechanisms to inform targeted enhancements in app functionality and service processes, ultimately aiming to improve digital governance standards. Utilizing the Service Encounter Triad and the Service Encounter Satisfaction Model as theoretical frameworks, this study analyzed user reviews from 29 apps through Grounded Theory, identifying seven key factors within product quality and usage contexts. This study developed a triadic subject model and a process model to describe these dynamics and revealed that higher product quality and usage scenarios aligned with user needs lead to greater satisfaction. Institutional pressures in app promotion negatively influence satisfaction prior to use, whereas during usage, product quality positively impacts user satisfaction. After use, perceived empathy within the usage context enhances satisfaction. Additionally, institutional pressures negatively moderate the positive relationship between product quality and satisfaction. This study not only elucidates the complex mechanisms affecting user satisfaction but also enriches the management information systems literature by extending the applicability of established theories. The insights provided offer a theoretical basis for further quantitative studies on satisfaction dimensions and the regulatory effects of institutional pressures. Recommendations derived from this study could optimize digital governance services, promoting high-quality development and advancing digital transformation in China.

Key words: Comprehensive government service apps, User satisfaction, User reviews, Process study, Grounded theory