Influence of Citizens’ Perceived Quality of Governmental Online Response on Their Political Trust and Continued E-participation Intention: A Mixed-methods Perspective
ZHANG Yu HUANG Huimin
Author information+
Zhang Yu is an associate professor at the School of Modern Posts, Chongqing University of Posts and Telecommunications. Email: lovezym2000@163.com.
Huang Huimin is a graduate student at the School of Modern Posts, Chongqing University of Posts and Telecommunications. Email: 2601396603@qq.com.
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.
ZHANG Yu HUANG Huimin.
Influence of Citizens’ Perceived Quality of Governmental Online Response on Their Political Trust and Continued E-participation Intention: A Mixed-methods Perspective. Chinese Journal of Journalism & Communication. 2024, 46(7): 6-27