The Impact Of Perceived Performance On Public Service Satisfaction

Public service is the core idea of public administration and government reform in the 21 st century,the supply and satisfaction of public services are increasingly valued by the Party and the central government,municipal governments also have actively carried out a large number of public service satisfaction evaluation activities.But surveys show that residents' satisfaction with public services is not high,moreover,there is no strong correlation between satisfaction and financial investment in public services.So,what factors really affect the satisfaction of urban residents with public services? What are the specific impact mechanisms and paths? How to take targeted measures to improve public service satisfaction? Further,what changes have taken place in the relationship between our government and the public? What are the differences between China and the West? What is the relationship between public service satisfaction and the current administrative system reform in China? What kind of requirements and challenges will the government face in the future public service supply?Around the above research questions,this paper has sorted out relevant theory and literature,found that the generation of satisfaction going through a process of service perceived,compared with exceptions,influenced by government image and individual characteristics,forming the mental state of satisfaction or dissatisfaction.Based on that,this paper constructed the influencing factors model of residents' satisfaction with public services.By investigating the public service satisfaction of residents in 18 cities of Henan Province,this paper empirically examines the significant impact of performance perception,government image and expectation gap on public service satisfaction,then it verifies the mediating effect of government image and expectation gap,and the moderating effect of individual characteristics.The main conclusions of this paper are as follows: first,residents 'perceived performance of public services is the main factor affecting residents' satisfaction with public services.Second,residents' perception of public service performance will affect the expectation gap of public service,then affect satisfaction.Third,residents' perceived performance of public services will affect the image of the government in their minds,then affect the satisfaction of public services.Fourth,the mechanism of influence varies among different groups: for those people with higher education level orworking in the government and public institutions,their satisfaction is more likely to be affected by the government image;for the older people,their satisfaction is more likely to be affected by their own expectations;for migrant workers or farmers,their satisfaction is more affected by their own perceived performance.At the end this paper responded to the research questions.