技术与民生:在线政务服务影响公共服务满意度的经验研究

Technology and Likelihood: An Empirical Study on the Impact of Online Government Services on Citizen Satisfaction with Public Services

本文应用期望不一致理论分析了在线政务服务对公共服务满意度的影响。在理论分析的基础上,采用Tobit模型,从公共教育、医疗卫生、住房保障、劳动就业、社会保障五个方面进行实证检验。实证研究结果表明:在线政务服务显著提升了公共服务的公众满意度,增强了人民群众的获得感;显著的在线政务服务区域差异不利于公共服务满意度的提升。进一步,本文利用有序Probit模型探讨了在线政务服务影响公共服务满意度的路径。研究发现,在线政务服务主要通过提升公共服务资源分布均衡度与获取公共服务资源便捷度的满意度来提升公共服务满意度。

This paper applies the expectation disconfirmation theory to analyze the impact of online government services on public service satisfaction. Based on the theoretical analysis,the paper adopts Tobit model to empirically study the impact of online government services on citizen satisfaction with public services from the five aspects of education,medical and health,housing security,labor and employment,and social security. The empirical results show that online government services significantly promote citizen satisfaction with public services and enhance the people’s sense of acquisition. In addition,the paper also finds that significant regional differences in online government services are not conductive to the improvement of citizen satisfaction with public services. Further,the paper explores the influence paths of online government services on citizen satisfaction with public services by using ordered Probit model. The study finds that online government services promote citizen satisfaction with public services by improving the satisfaction of balance of distribution of public service sources and the satisfaction of inclusive of public service sources.