政府回应策略对公众在线抱怨处理满意度的影响机制  

The Influence Mechanism of Governmental Response Strategy on Public Satisfaction with Online Complaint Handling

作　　者：张渝 邓维斌[1] 龚云寒 Zhang Yu;Deng Weibin;Gong Yunhan(School of Economics and Management,Chongqing University of Posts and Telecommunications,Chongqing 400065)

机构地区：[1]重庆邮电大学经济管理学院,重庆400065

出　　处：《情报杂志》2022年第5期124-132,共9页Journal of Intelligence

基　　金：中国博士后科学基金项目“老年人数字公共服务排斥的发生逻辑及协同治理研究”(编号:2021M693770)一;重庆市社会科学规划项目“政府数字化转型背景下公众在线公共服务补救满意度的提升策略研究”(编号:2020BS46)研究成果之一。

摘　　要：[研究目的]在线抱怨作为公众网络问政的重要形式,已成为政府回应的关键对象,但如何有效回应在线抱怨,提升公众抱怨处理满意度却缺乏关注。通过揭示政府回应公众在线抱怨的策略与公众抱怨处理满意度之间的内在关系,为地方政府进一步提升网上服务能力与公众满意度提供有效建议。[研究方法]首先通过分析成都市人民政府网络理政社会诉求平台上的1500条投诉案例,归纳总结出政府回应的三类常用策略。其次,通过向289名在近半年内接收到政府回应在线抱怨的公众收集问卷,对策略与在线抱怨处理满意度之间的关系展开定量分析。[研究结论]研究表明,响应型策略通过提升公众感知交互与程序公平,从而提升在线抱怨处理满意度;信息型策略可直接,亦可通过提升感知交互与程序公平,增强在线抱怨处理满意度;行动型策略可直接,亦可通过提升感知交互公平,增强在线抱怨处理满意度。[Research purpose]As an important form for the public participated in network governance,online complaints have become the key object of governmental response,but how to effectively respond to these complaints and improve complaint handling satisfaction is lack of attention.This study reveals the internal relationship between the governmental response strategy and public satisfaction with complaint handling,so as to provide effective suggestions for local governments to further improve online service ability and public satisfaction.[Research method]This study first analyzes 1500 online complaint cases on the social appeal platform of Chengdu Municipal People's government,and summarizes three types of response strategies of government.Secondly,through collecting questionnaires from 289 citizens who have received the government's response to online complaints in the past six months,a quantitative analysis is adopt to analyze the relationship between strategies and satisfaction with online complaint handling.[Research conclusion]The results show that responsive strategy can improve public satisfaction with online complaint handling through improving perceived interactional and procedural justice.Informational strategy can improve public satisfaction with online complaint handling directly or by improving perceived interactional and procedural justice.Actional strategy can improve public satisfaction with online complaint handling directly or by improving perceived interactional justice.This paper provides suggestions for local governments to improve online service ability and enhance public satisfaction.

关 键 词：政务服务 政府回应 在线抱怨 公众满意度 响应型策略 信息型策略 行动型策略 感知交互公平 感知程序公平 

分 类 号：D035[政治法律—政治学]