基层数字化治理中居民“数字化福祉”的影响因素研究——基于政务服务APP的实证分析

A Study on the Factors Influencing Residents’ “Sense of Digital Well-Being” in Grassroots Digital Governance—An Empirical Analysis of Government Services APPs

摘要: 在数字政府建设纵深推进的背景下，政务APP成为基层数字化治理的关键载体，但其技术供给与民众“数字化福祉”的适配性仍有待检验。基于信息系统成功模型(D&M)，以政务服务APP为研究对象构建理论模型。通过问卷星平台发放问卷，回收有效样本328份，运用SPSS26.0进行多元线性回归分析。结果表明：系统质量、信息质量和服务质量均对居民数字化福祉具有显著正向影响，假设H1~H3得到支持；其中信息质量与服务品质的影响效应相近且最为突出，系统质量相对较小。此外，数字素养与居住地对数字化福祉亦有显著影响。研究结论揭示了政务APP提升民众体验的内在机理，后续建设应从“重技术”转向“重服务”，重点优化办事效率，弥合城乡数字鸿沟，以切实增强居民的数字化福祉。

Abstract: Against the backdrop of the in-depth advancement of digital government development, government service apps have become a key vehicle for digital governance at the grassroots level; however, the extent to which their technical capabilities align with the public’s “sense of digital well-being” remains to be tested. Based on the Success Model for Information Systems (D&M), a theoretical model was constructed with government service apps as the subject of study. A questionnaire was distributed via the Wenjuanxing platform, yielding 328 valid responses, and multiple linear regression analysis was conducted using SPSS 26.0. The results indicate that system quality, information quality and service quality all have a significant positive impact on residents’ sense of digital well-being, with hypotheses H1~H3 being supported; amongst these, the effects of information quality and service quality are similar and most pronounced, whilst that of system quality is relatively minor. Furthermore, digital literacy and place of residence also have a significant impact on this sense of well-being. The findings reveal the underlying mechanisms by which government mobile applications enhance the public’s experience. Future development should shift the focus from “technology-centred” to “service-centred” approaches, prioritising the optimisation of administrative efficiency and bridging the urban-rural digital divide, thereby effectively enhancing residents’ sense of digital well-being.