The Influential Mechanisms Of Affordable Housing Residents-perceived Service Quality On The Reputation Of Governments

With the development of Chinese economy,China has gradually put the target change from the "economic oriented" to "social oriented",and the "government standard" to "people standard" direction.Then,the government put forward the goal of service-oriented government building.In recent years,some policies and ideas which including "let the market play a decisive role","decentralization","rule of law" come out,where we can be easy to see the strength and determination for the construction of service-oriented government in our country.The affordable housing is an important livelihood topic,which has been widely concerned by the state and society,"13th FiveYear" plan for the development of affordable housing has also put forward new requirements.Although the hot spots that service-oriented government and the people's livelihood are strong advocated,the research of the public housing in the public services is relatively scarce.In the face of the problems that need to be solved in theory and practice,this thesis focuses on the empirical research on the government reputation of the residents' service quality perception in the field of affordable housing.This research is based on service quality theory,satisfaction theory and the theory of government public service,carrying out literature research and theoretical analysis,and constructing the conceptual model about service quality of government and government evaluation.The model includes six factors which are service competence,service reliability,resident satisfaction,resident complain,government credibility and government reputation,and put forward ten hypotheses.Based on 202 valid questionnaires,through statistical analysis,intermediary effect analysis and structural equation model,the study empirical tests the ten hypotheses one by one.The main conclusions are as follows:(1)the government service reliability and service competence have a positive impact on resident satisfaction;(2)the government credibility is the intermediary variable between resident satisfaction and government reputation;(3)the correlation mechanism about resident service quality perception and government reputation is confirmed.According to the conclusions,the study puts forward the corresponding suggestions about the public service of affordable housing:(1)focusing on the service reliability can improve resident satisfaction;(2)the satisfaction and credibility can improve the reputation of government;(3)focusing on the quality of government services to carry out government evaluation is feasible.