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

Author

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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)

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.

Suggested Citation

  • Ping Chen Author-Email: chenping@whu.edu.cn & Xiaojuan Zhang Author-Email: xjz@whu.edu.cn, 2020. "Evaluation and Empirical Study on the Information Service Quality of TikTok Government Accounts," Eurasian Journal of Social Sciences, Eurasian Publications, vol. 8(2), pages 53-69.
    • Handle: RePEc:ejn:ejssjr:v:8:y:2020:i:2:p:53-69
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