公共服务绩效、公众期望失验与公民满意度

运用实验研究方法,随机分配给被试有关地方政府公共服务绩效的积极或消极信息线索,考察不同性质的公共服务绩效影响公民满意度的边界条件,并进一步考察公众期望失验在公共服务绩效与公民满意度关系中的中介效应.研究表明:与消极绩效相比,积极的绩效更能提高公众对政府的满意度;绩效信息来源在绩效性质影响公民满意度的过程中起着调节作用,...

Performance,Expectancy Disconfirmation and Citizen Satisfaction with Public Services

Using the experimental research method,the subjects were randomly assigned positive or negative information clues about local government performance,and the boundary conditions of different nature of government performance information affecting citizen satisfaction were investigated,and the mediating effect of public disconfirmation on the relationship between performance information and citizen satisfaction was further investigated.The research finds that 1)Compared with negative performance,positive performance can improve the citizen’s satisfaction with the government more;2)The source of performance information play a regulatory role in the process of performance information properties affect citizen satisfaction;3)Public expectancy disconfirmation plays a partial mediating role in the influence of the nature of information on citizen satisfaction.The empirical analysis results reveal the boundary conditions and internal mechanisms of the effect of the nature of performance information on citizen satisfaction,and provide theoretical basis and policy inspiration for rethinking local government performance evaluation methods and scientific and open performance evaluation results.