政府在线回应质量感知对公众政治信任与持续电子参与意愿的影响——混合研究视角  

Influence of Citizens'Perceived Quality of Governmental Online Response on Their Political Trust and Continued E-participation Intention:A Mixed-methods Perspective

作　　者：张渝 黄慧敏 ZHANG Yu;HUANG Huimin(the School of Modern Posts,Chongqing University of Posts and Telecommunications)

机构地区：[1]重庆邮电大学现代邮政学院

出　　处：《国际新闻界》2024年第7期6-27,共22页Chinese Journal of Journalism & Communication

基　　金：重庆市社科规划项目“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”(项目编号:2020BS46);重庆市博士后特别资助项目(二等)“川渝地区数字公共服务适老化改造的实现逻辑与优化路径”(项目编号:2022CQBSHTB2044)阶段性成果。

摘　　要：随着数字政府建设的不断深化,公众通过在线诉求反映参与公共治理已成为重要形式。然而,如何提供匹配公众期望的高质量在线回应,以解决公众在线诉求,促进民政良性互动却尚未解决。本研究采用两阶段混合方法对此进行补充。研究发现,政府在线回应质量感知包含响应性、可靠性、程序性、感染力和个性化等五个维度。政府在线回应质量感知会增强公众的公平感知和在线诉求处理满意度,从而提高他们的政治信任及持续电子参与意愿。相比诉求当事人,旁观者的政府在线回应质量感知对其公平感知及在线诉求处理满意度的积极影响更强。研究结论为电子政务管理机构及人员高质量地回应公众在线诉求,维护公众政治信任和共治意愿提供了有效建议。As the digital government continues to evolve,citizen engagement in public governance through e-complaints has become a significant channel.However,addressing the challenge of providing high-quality online responses that align with citizen expectations to resolve their e-complaints and foster positive interactions in civil affairs remains unresolved.This study addresses this issue through a two-stage mixed-method approach.The research identifies that the perceived quality of governmental online responses encompasses five dimensions:responsiveness,reliability,procedural,powerful,and personalization.Furthermore,the perceived quality of governmental online responses enhances citizens perceived equity and satisfaction with the e-complaints handling,thereby bolstering their political trust and continued e-participation intentions.Notably,the perceived quality of governmental online responses by bystanders has a more pronounced positive impact on their perceived equity and satisfaction with e-complaint handling compared to claimants.The conclusions offer practical recommendations for e-government management agencies and personnel to adeptly handle citizen e-complaints through high-quality online responses,thereby upholding public political trust and nurturing a commitment to co-governance.

关 键 词：政府在线回应质量感知 政治信任 电子参与 混合研究 浏览者类型 

分 类 号：G252[文化科学—图书馆学] D63[政治法律—政治学]