PDF(1615 KB)
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
Chinese Journal of Journalism & Communication ›› 2024, Vol. 46 ›› Issue (7) : 6-27.
PDF(1615 KB)
PDF(1615 KB)
Influence of Citizens’ Perceived Quality of Governmental Online Response on Their Political Trust and Continued E-participation Intention: A Mixed-methods Perspective
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.
perceived quality of governmental online response / political trust / e-participation / mixed-methods / viewer type
| [1] |
常多粉, 孟天广(2021). 动之以情还是晓之以理?——环境治理中网络问政的政府回应话语模式. 《社会发展研究》,(3),44-62.
|
| [2] |
常多粉, 郑伟海(2023). 网络问政时代政府回应如何驱动公众参与——基于领导留言板面板数据的实证分析. 《社会发展研究》,(2),139-159+245.
|
| [3] |
陈涛, 梁哲浩(2022). 从网络围观到满意度:政府在线回应的“溢出”效应. 《求索》,(1),172-183.
|
| [4] |
黄骏, 张昱辰(2023). 地方网络公共空间的响应式协商——基于武汉城市留言板的案例研究. 《国际新闻界》,(2),31-51.
|
| [5] |
林晶晶, 雷叙川(2020). 民众对政府回应满意吗?——基于CSGS2015调查数据的发现. 《中国政治学》,(4),57-75.
|
| [6] |
刘红波, 高新珉(2021). 负面舆情、政府回应与话语权重构——基于1711个社交媒体案例的分析. 《中国行政管理》,(5),130-137.
|
| [7] |
马亮(2016). 电子政务使用如何影响公民信任:政府透明与回应的中介效应. 《公共行政评论》,(6),44-63+196.
|
| [8] |
孟天广, 李锋(2015). 网络空间的政治互动:公民诉求与政府回应性——基于全国性网络问政平台的大数据分析. 《清华大学学报(哲学社会科学版)》,(3),17-29.
|
| [9] |
汤丹丹, 温忠麟(2020). 共同方法偏差检验:问题与建议. 《心理科学》,(1),215-223.
|
| [10] |
王磊, 易扬(2022). 公共卫生危机中的数字政府回应如何纾解网络负面舆情——基于人民网“领导留言板”回复情况的调查. 《公共管理学报》, 19(4),65-78.
|
| [11] |
张楠迪扬, 郑旭扬, 赵乾翔(2023). 政府回应性:作为日常治理的“全回应”模式——基于LDA主题建模的地方政务服务“接诉即办”实证分析. 《中国行政管理》,(3),68-78.
|
| [12] |
张淑华(2012). 网络围观:新媒体时代的“另类”公民政治参与. 《郑州大学学报(哲学社会科学版)》,(6),12-14.
|
| [13] |
张雪霖(2023). “回应性政府形象”:中国城市基层治理的政民沟通体系再造——以南京市12345市长热线媒介为例. 《国际新闻界》,(6),103-122.
|
| [14] |
张渝, 邓维斌, 龚云寒(2022). 政府回应策略对公众在线抱怨处理满意度的影响机制. 《情报杂志》,(5),124-132.
|
| [15] |
赵金旭, 王宁, 孟天广(2021). 链接市民与城市:超大城市治理中的热线问政与政府回应——基于北京市12345政务热线大数据分析. 《电子政务》,(2),2-14.
|
| [16] |
赵娟, 王烨, 张小劲(2021). 公众诉求与回应性监管:基于政务热线大数据的社会性监管创新——对三类社会性监管领域的比较分析. 《电子政务》,(2),15-26.
|
| [17] |
郑石明, 兰雨潇, 黎枫(2021). 网络公共舆论与政府回应的互动逻辑——基于新冠肺炎疫情期间“领导留言板”的数据分析. 《公共管理学报》,(3),24-37.
|
| [18] |
|
| [19] |
|
| [20] |
|
| [21] |
|
| [22] |
|
| [23] |
|
| [24] |
|
| [25] |
|
| [26] |
|
| [27] |
|
| [28] |
|
| [29] |
|
| [30] |
|
| [31] |
Data based on qualitative judgments are prevalent in both academic research in marketing and applied marketing research. Reliability measurement of qualitative data is important to determine the stability and quality of the data obtained. The authors assume a decision theoretic loss function, formally model the loss to the researcher of using wrong judgments, and show how this produces a new, proportional reduction in loss (PRL) reliability measure that generalizes many existing quantitative and qualitative measures. Because the PRL measure is often cumbersome to compute directly, they provide reference tables that enable the researcher to apply their approach easily. They then use this new approach to explore several important practical issues in conducting marketing research with qualitative judgments. In particular, they address the issues of (1) how reliable qualitative data should be (extending directly from Nunnally's rule of thumb for Cronbach's alpha in quantitative measurement), (2) how many judges are necessary given a known proportion of agreement between judges, and (3) given a fixed number of judges, what proportion of agreement must be obtained to ensure adequate reliability.
|
| [32] |
|
| [33] |
|
| [34] |
Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature of the interpersonal treatment during the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi “brand equity” perspective—whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, the effects of poor complaint handling. Implications for managers and scholars are discussed.
|
| [35] |
|
| [36] |
Combining methods in social scientific research has recently gained momentum through a research strand called Mixed Methods Research (MMR). This approach, which explicitly aims to offer a framework for combining methods, has rapidly spread through the social and behavioural sciences, and this article offers an analysis of the approach from a field theoretical perspective. After a brief outline of the MMR program, we ask how its recent rise can be understood. We then delve deeper into some of the specific elements that constitute the MMR approach, and we engage critically with the assumptions that underlay this particular conception of using multiple methods. We conclude by offering an alternative view regarding methods and method use.
|
| [37] |
|
| [38] |
The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services, whereas developments in the private service management literature have not reached public management.
|
| [39] |
|
| [40] |
|
| [41] |
|
| [42] |
|
1. “电子附录请联系通讯作者邮箱（zhangyu1987@cqupt.edu.cn; lovezym2000@163.com）获取。
/
| 〈 |
|
〉 |
