Research On The Public Satisfaction Of Governmental Microblog Services In Wuhan Rainstorm Crisis

The rapid development of information technology makes microblog an important tool for government crisis management.With the rapid climate change and the rapid transformation of Chinese society,all kinds of crisis events are frequent,and the government microblog enter the public eye because it is quick,timely and easy to communicate and thus plays an important role in the crisis.This paper analyzes the public satisfaction of the government microblog service in Wuhan rainstorm to help fully understand the current public satisfaction situation.Then it explores the factors influencing public satisfaction,and discusses the countermeasures to improve the service quality of the government microblog and the satisfaction degree effectively.In this paper,we selected the case of rainstorm event in Wuhan in early July 2016,and the Wuhan Municipal government microblog service as the object of study.On the basis of reading the relevant literature,this paper extracts the perceived government image,critical quality,the ability of social media using,public trust,public expectation,perceived quality,perceived value and public satisfaction.In combination with the development of events and the characteristics of government microblog services,the public satisfaction model of government microblog service is constructed.Then the data of the questionnaire are collected to verify the model hypothesis.Based on the survey results and the results of the study,the author analyzes the public satisfaction status of government microblog and its influencing factors of government microblog.The results show that the current public satisfaction with the government microblogervice is at a moderate level,and the direct factors that influence this result are public expectation,perceived quality of government microblog service and perceived usefulness of government microblog.The model analysis results also show that there is also a significant impact on the factors that affect the public satisfaction,such as the perceived image of the government,the critical mass(the recommendation and use of friends and family around the individual),the ability of using microblog and the public trust indirectly affect public satisfaction.Therefore,in order to improve the public satisfaction of the government microblog service,the government should speed up the pace of reform,change the image of traditional government services,improve the credibility of the government;when it provides microblog services,it should reduce the requirements of ability of using social media,and make best efforts to enhance government microblog services quality and value.