关键词: 智能政务服务, 持续使用意愿, 行政负担, 相对优势感知, 中介效应

Abstract: As digital governance reforms deepen, intelligent government services are becoming a key instrument for governments to enhance governance efficiency and optimize the provision of public services. However, despite the gradual transition toward intelligent government services, actual public usage remains at a low level. Therefore, accurately understanding and effectively boosting the public's intention to continue using these services is crucial, holding significant practical importance for advancing the high-quality development of government services. Based on an analysis of data from 530 questionnaires, this study examines the systematic influence of factors-including smart government service quality, administrative burden, and perceived relative advantage-on public continuance intention. The results indicate that the service quality of smart government services significantly and positively affects public continuance intention. Administrative burden and perceived relative advantage exert mediating effects within this process; however, no chained mediation relationship exists between them. This study provides new perspectives and empirical evidence for subsequent related research, while also yielding policy implications for the intelligent development of government services.

Key words: smart government services, continuance intention, administrative burden, perceived relative advantage, mediating effect