Abstract
The government of China seeks to improve e-government service quality and build a service-oriented government that citizens find satisfactory. To this end, big data is being used as a new tool of government service innovation. However, there is a lack of research on how big data affects the performance of government smart services. This article explores the influence mechanisms of government big data capabilities on the performance of smart service provision, utilizing the carding analysis of relevant literature, published both in China and abroad. To this end, a structural equation model was constructed. Using data from 289 valid questionnaires in Jiangsu, Shandong, Zhejiang, and other provinces and cities in China, the study tests internal mechanisms of big data capabilities and its effect on smart service performance. Following a new definition of government big data capability, the paper divides the capability into three dimensions: big data system capability, big data human capability and big data management capability. The main conclusions are as follows: (1) Big data management capability has a significant positive impact on big data human capability and big data system capability. (2) Big data system capability has a significant positive impact on big data human capability. (3) Big data system capability and big data management capability have a significant positive effect on smart service performance. (4) The impact of big data human capability on smart service performance is not however significant enough to bring about the improvements which the government seeks.
Highlights
In this era of the Internet’s vigorous development, government departments are facing challenges including the diversification, complexity and personalization of public needs in the provision of public services
(4) The impact of big data human capability on smart service performance is not significant enough to bring about the improvements which the government seeks
QUESTIONNAIRE DESIGN This study uses the Likert five-point scale method to design a scale for big data management capabilities, big data system capabilities, big data human capabilities and smart service performance where ‘‘1 = strongly disagree, 2 = disagree, 3 = fair, 4 = agree, 5 = strongly agree.’’ The higher the score, the higher the degree of agreement with the question
Summary
In this era of the Internet’s vigorous development, government departments are facing challenges including the diversification, complexity and personalization of public needs in the provision of public services. These challenges restrict the ability of the government to improve its service performance. Of big data technology can improve the government’s operating model, internal decision-making efficiency and information transparency. It promotes more efficient and convenient smart services for the public, and helps to construct a people-satisfactory government [1]–[4]. In the context of the rapid development of information technology, improvement of the government’s smart service performance depends on its capability adequately to respond to challenges, especially regarding the government’s capability to control big data technologies
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