Study On The Relationship Between The Public Sense Of Fairness, Satisfaction And Credibility

Since the17th party congress proposed to build aservice-oriented government, government organizations shouldadhered to stick to people-oriented ideology. The third plenarysession of the eighteen stressed, china should deepen the reform ofthe administrative system, build service-oriented government andpromote social equity and justice. In the twelfth five year plan,improve the credibility of the government is the governmentadministrative system reform goal. This requires our governmentorganizations should continue to strengthen the serviceconsciousness, pay attention to the fairness of service, and improveservice quality, customer satisfaction and credibility of thegovernment. The government organizations should pay moreattention to the fairness of the administrative service, and strive toimprove the quality of the administrative service in order to win thepeople’s satisfaction. So, the public satisfaction has graduallybecome one of the evaluation standards of administrative services.Therefore, when government organizations provides administrative services to the public, should take all kinds of measures to ensure thefairness of service, further improve the satisfaction of people, win thepeople’s support and credibility.The current research on service fairness is mostly based on thetheory of enterprise management, the study on the administrativeservices are mainly concentrated in the domestic administrativeservice center, and when the governments provide administrativeservices to the public, the fairness of the public is very concerned.Based on this, this paper researches the relationship between thepublic sense of fairness, satisfaction and the pubic credibility underthe perspective of administrative services, based on the literaturerelated administrative services, public justice, satisfaction,credibility, combining with the public management theory andconcrete practice of the Chinese government organizations toprovide administrative services. The article combines qualitative andquantitative research methods, and conducts the descriptivestatistical analysis, reliability and validity testing, correlationanalysis and the regression analysis by using the statistical analysissoftware SPSS17.0to focus on the empirical data obtained from theperspective of administrative services, discussed the relationshipbetween the government, public administration service fairness,satisfaction and credibility of the three.The results showed that: four dimensions of the public sense offairness (results fairness, procedural fairness, interpersonal fairnessand informational fairness) have a significant positive impact on thepublic satisfaction, in which the impact of interpersonal fairness isgreatest. Secondly, the public satisfaction has a significant impact on the public credibility. That is to say, if the public satisfaction is higher,the public credibility is higher, but rather the contrary.In addition, thepublic satisfaction has fully mediation effect on the relationshipbetween t the public sense of fairness and the public credibility, thatis to say, the public sense of fairness is through the publicsatisfaction indirectly influence the public credibility, in which theimpact of interpersonal fairness also is greatest. Finally, according tothe results of empirical research, this paper makes relatedsuggestions, limitations and the prospect for future research.