中文摘要：

政府门户网站作为电子政务的服务终端，是政府面向社会提供公共服务的重要窗口，是公民与政府最为重要和最为高效的交流平台。目前，越来越多的政府希望通过建设、完善政府门户网站来不断推进公共服务。本文在回顾信息系统和门户网站服务质量、满意度、行为意愿等相关理论研究和实证研究的基础之上，构建了研究模型，并以杭州市政府门户网站为实证研究对象，从内（公务员）外（公众）部用户的视角研究了城市政府门户网站服务质量评价维度，以及服务质量各评价维度与使用者满意度和内外部用户再使用意愿的关系。

英文摘要：

As the e-govemment service terminal, government portal is an important window that the government provides the public services to society, and also is the most important and most efficient platform for communication between citizens and government. Nowadays, more and more governments hope to constandy improve the public service by constructing and reforming the government portals. This paper constructed a theoretical model based on the review of the theory of website service quality, satisfaction,behavioral intention, and then we focused on Hangzhou government portals during the process of the empirical research. The paper explored the evaluation dimensions of city government portal＇ s service quality from the perspective of internal and external users as well as the relationship among the service quality dimensions, satisfaction and intention to re-use of government portal.