公共服务满意度对社会治理绩效的影响研究——基于政府回应的调节作用

A Study on the Impact of Public Service Satisfaction on Social Governance Performance--From the Perspective of Government Response as a Moderating Effect

社会治理是国家治理的重要组成部分,对于实现国家治理体系和治理能力现代化具有极其重要的意义。本文以549名城市居民为研究对象,考察了公共服务满意度对社会治理绩效的影响以及作用机制。实证分析结果表明:公共服务满意度对社会治理绩效有显著的正向影响;政府信任在公共服务满意度与社会治理绩效之间起部分中介作用;政府回应在政府信任促进社会治理绩效过程中发挥调节作用,即高政府回应状态下,政府信任对社会治理绩效的提高有更强的正向影响;并且,政府回应对政府信任的中介作用具有调节效应,即政府回应越高,政府信任起到的中介作用越强。研究结论对提高社会治理绩效有一定启示作用。

Social governance is an important part of national governance and is extremely important for the modernization of the national governance system and governance capacity.This paper examines the impact of public service satisfaction on social governance performance and the mechanism of its effect,using 549 urban residents as research subjects.The results of the empirical analysis show that:public service satisfaction has a significant positive effect on social governance performance;government trust partially mediates the relationship between public service satisfaction and social governance performance;government response plays a moderating role in the process of government trust contributing to social governance performance,that is,government trust has a stronger positive effect on social governance performance in a high government response state;and government response has a moderating effect on the mediating role of government trust,that is,the higher the government response,the stronger the mediating role of government trust.The findings of the study have implications for improving social governance performance.