地方政府形象对公众满意度的影响研究——基于政府能力和意愿的分析  

Research on the Effect of Local Government Image on Public Satisfaction:Evidence from Government Competence and Willingness

作　　者：高学德[1] 冯露露 Xuede Gao;Lulu Feng

机构地区：[1]兰州大学管理学院

出　　处：《公共行政评论》2022年第6期116-135,199,共21页Journal of Public Administration

基　　金：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：从政府层面探讨公众满意度的形成是当前学术界的主流,但已有研究更多关注于体现政治制度或政府效能的能力层面,而忽视了政府履行其公共服务职能时的意愿和动机。论文运用实验法探讨了基于能力和意愿两个维度的地方政府形象对公众满意度的差异性影响效应,并考察了绩效信息性质在这两种政府形象影响公众满意度关系中的调节效应。研究发现:(1)政府意愿比政府能力更能引起公众更高的满意度;(2)不同政府意愿水平下的地方政府形象对公众满意度的影响较少受到绩效信息性质的影响,而不同政府能力水平下的地方政府形象更易受到绩效信息性质的影响。论文从能力和意愿两个基本维度来建构地方政府形象的维度具有重要的类型学意义,研究结果为提升公众满意度提供了新的思路。Revealing the formation of public satisfaction from the government perspective is the mainstream in the current academic circles,but it pays more attention to the competence of government and ignores the willingness of the government in implementing its public service function. Using the experimental method,this paper discusses the differential impact effect of local government image based on competence and willingness on public satisfaction and verifies the stability of the willingness priority effect based on the moderating effect of performance nature. We found:(1)Government willingness can cause higher public satisfaction than government competence;(2)The impact of local government image on public satisfaction under different levels of government willingness is less affected by the nature of performance information,while local government image under different levels of government competence is more susceptible to the nature of performance information. The results provide a new typological dimension for the study of local government image and expand the interpretative scope of the willingness priority effect from the interpersonal and intergroup levels to the public sector field. The results also provide a new idea for improving public satisfaction.

关 键 词：公众满意度 政府形象 政府能力 政府意愿 

分 类 号：D63[政治法律—政治学]