数字鸿沟如何影响公共服务满意度——基于京津冀地区数据的实证分析  

How Does the Digital Divide Affect Satisfaction with Public Services?——An Empirical Analysis Based on Data from the Beijing-Tianjin-Hebei Region

作　　者：陈宇 孙枭坤 CHEN Yu;SUN Xiaokun

机构地区：[1]北京信息科技大学公共管理与传媒学院 [2]北京师范大学政府管理学院

出　　处：《社会治理》2024年第5期50-63,共14页Social Governance Review

基　　金：国家社会科学基金重大项目“基于大数据驱动的公共服务精准管理研究”(编号:20&ZD113);北京市教育委员会科研计划项目资助“后奥运时期北京冬奥精神及其弘扬机制研究”(编号:SM202311232004)阶段性成果。

摘　　要：公共服务数字化转型过程中的数字鸿沟弱化了公共服务的普惠性,进而影响公共服务满意度的提升。本研究基于数字鸿沟视角,从数字接入鸿沟和数字使用鸿沟两个层面出发,利用京津冀地区数据,通过实证方法揭示数字鸿沟对公共服务满意度的影响。研究发现:互联网接入水平越高,公共服务满意度越高,客观绩效具有部分中介效应;互联网使用技能越高,公共服务满意度越高,需求满足具有部分中介效应;信息获取水平越高,公共服务满意度越高,政府信任具有部分中介效应;信息获取水平越高,社会公平感越低,越容易扭曲对公共服务满意度的感知。最后,从改善数字化基础条件、优化公共服务供给模式、增强弱势群体数字技能、提高公共服务使用友好度、提升公共信息获取能力、维护信息秩序与社会公平等方面提出了政策建议。In the public service digital transformation process,the digital divide weakens the universality of public services,thus affecting improvement in satisfaction with public services.Based on the digital divide perspective,this study used data from the Beijing-Tianjin-Hebei region to reveal the digital divide’s impact on satisfaction with public services through empirical methods at two levels:the digital access divide and digital use divide.Findings indicated that the higher the level of Internet access,the higher the level of satisfaction with public services.Furthermore,objective performance had a partial mediating effect.Additionally,higher Internet use skill levels were associated with higher levels of satisfaction with public services,and demand satisfaction had a partial mediating effect.Moreover,the higher the level of information acquisition,the higher the level of satisfaction with public services,and trust in the government had a partial mediating effect.The higher the level of information acquisition,the lower the sense of social justice,making it easier to distort the perception of satisfaction with public services.Finally,we propose policy suggestions for improving digital infrastructure,optimizing the supply mode of public services,enhancing the digital skills of vulnerable groups,making public services more user-friendly,enhancing the ability to obtain public information,and maintaining information order and social equity.

关 键 词：公共服务满意度 数字鸿沟 互联网接入水平 互联网使用技能 信息获取水平 

分 类 号：F49[经济管理—产业经济] D630[政治法律—政治学]