客观绩效、线上服务供给与民众满意度:一项调查实验  

Objective Performance,Online Service Delivery and Citizen Satisfaction:A Survey Experiment

作　　者：黄飚[1] 张彤 Huang Biao;Zhang Tong

机构地区：[1]浙江大学公共管理学院

出　　处：《治理研究》2023年第5期95-110,159,共17页Governance Studies

基　　金：国家社会科学基金青年项目"‘放管服’改革进程中的地方政府创新研究"(编号:20CZZ015)。

摘　　要：当代中国的公共管理实践正从"以政府为中心"向"以民众为中心"转型,提高服务绩效成为提升民众获得感、满意度的重要途径。这也是后新公共管理时期,公共管理理论界关注的核心议题之一。高的客观绩效是否带来高的民众满意度?已有研究形成了两种竞争性观点。结合当代中国政府的数字化转型实践,本研究以浙江省"最多跑一次"改革为语境,运用调查实验法探究客观绩效对民众满意度的影响,并进一步检验服务供给方式由线下转变为线上对绩效与满意度关系的型塑。研究发现,高客观绩效会带来高的民众满意度;而当政府服务供给由线下转为线上时,相同的高客观绩效并不会带来更高的民众满意度。这表明,在数字化转型背景下,政府可以通过提高服务供给的客观绩效来提升民众满意度,但服务供给方式由线下转为线上,并不能自然带来满意度提升。政府需要进一步关注线上服务供给设计以真正降低使用者成本,以及线上服务供给可能加剧的满意度分布不平等问题。The practice of public administration in contemporary China is transforming from "GovernmentCentered" to "People-Centered",and improving service performance has become a meaningful way to enhance citizens' sense of gain and satisfaction.This is also one of the core topics of public administration research in the Post-New Public Management period.Does high objective performance bring about high citizen satisfaction? Previous studies have formed two competing views.Considering the digital transformation of government in China,this study takes Zhejiang Province's "Visit Once" reform as the scenario and uses the survey experiment method to explore the impact of objective performance on citizen satisfaction.It also tests how the transformation of service delivery mode from offline to online shapes the relationship between performance and satisfaction.The results show that high objective performance leads to high citizen satisfaction,but when the service delivery mode changes from offline to online,the same high objective performance does not bring higher citizen satisfaction.It indicates that under digital transformation,the government can improve citizen satisfaction by advancing its objective performance,but the shift of service supply from offline to online cannot naturally bring higher satisfaction.The government needs to pay more attention to the design of online services to reduce users' costs and the unequal distribution of satisfaction that online service supply may aggravate.

关 键 词：民众满意度 客观绩效 线上服务供给 数字化转型 

分 类 号：D035[政治法律—政治学]