中文摘要：

本文尝试将客户服务理论引入公共管理领域,在政府门户网站这一具体情境下,实证分析信息服务的用户价值感知。研究结果表明,基于政府门户网站,其信息服务的用户价值感知构成有：便利性体验、个性化服务、技术安全、信息内容与品质、使用成本与价值、权威性等六大要素,它们共同影响用户对网站信息服务的整体满意度。本研究有效反映了用户对政府网站所提供信息服务的价值感知到产生满意的内在过程,为加强和完善政府门户网站的信息服务提供实践指导,最后给出了三点建议：①通过对用户信息和浏览行为进行深层次挖掘以有效了解用户需求 ②政府部门应主动加强与用户之间的联系 ③向用户提供发表意见与建议的有效途径,认真采纳用户意见与建议。

英文摘要：

Under the specific context of the government portal website, the paper tries to introduce customer service theory into the domain of public administration, and demonstrates customer value＇ s cognition of information service through empirical study. The result of this research indicates that, based on the government portal website, the information service＇ s customer value involves six inscapes： convenient experience, individualised service, technical security, information quality, usage cost and authority, which influence customers by means of the whole satisfaction in information service of website. This research availably reflects the condition that the customer value demand to the information service supplied by the government website. It also provides practically guidance on intensifying and perfecting the government portal website＇s information service. Finally, several suggestions are given： （1）understand the demands from customers with data-mlning on customer＇s information and browsing behaviors; （2）the government should strengthen the relationship with customers on its own;（3）provide effective accesses to the opinions of customers and adopt customer＇ s suggestion.