公共服务绩效、公众期望失验与公民满意度  

Performance,Expectancy Disconfirmation and Citizen Satisfaction with Public Services

作　　者：高学德[1] Gao Xuede

机构地区：[1]兰州大学管理学院

出　　处：《公共管理与政策评论》2022年第2期50-64,共15页Public Administration and Policy Review

基　　金：研究阐释党的十九届四中全会精神国家社会科学基金重点项目《国家治理效能目标导向下的政府职责体系优化研究》(20AZD032);甘肃省哲学社会科学规划项目《“互联网+”背景下甘肃省女性创业生态优化研究》(20YB108);2021年度甘肃省优秀研究生“创新之星”项目《政府形象视角下的公众满意度影响因素及提升对策》(2021CXZX-168)。

摘　　要：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,对于来自第三方的绩效评价结果,与消极绩效相比,积极绩效引发的公民满意度更高;公众期望失验在绩效性质对公民满意度影响中起部分中介作用。实证分析结论揭示了绩效性质影响公民满意度的边界条件和内在机制,为反思地方政府绩效评价方式、科学公开绩效评价结果提供了理论依据和政策启示。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.

关 键 词：公共服务绩效 公民满意度 期望失验模型 实验法 

分 类 号：D035[政治法律—政治学]