Research On Influencing Factors Of Public Satisfaction With Government Services In H City Based On ACSI Model

Since the end of the 20th century,various countries have taken "small government" and "high-quality service" as the main direction of government reform and functional strengthening.A good government service environment is an important foundation for promoting the rapid development of the national economy.Since the domestic "deregulation and service" reform,the reform of government services has become the "first mover" and "first mover" of our government’s self revolution.Through deepening reform,local governments have continuously improved the efficiency of government services,taking multiple measures to optimize efficient,convenient,and transparent government service processes,and strive to create a service-oriented government image.As the target of government services,the public’s satisfaction with the government services they receive is related to the quality and effectiveness of services.Therefore,studying the evaluation of government service satisfaction and its influencing factors from the perspective of the public has very important practical significance for improving the quality of local government public services and enhancing service capabilities.As the provincial capital city of H Province,it is the "front line" for H Province to carry out government service reform,H City has certain representativeness.In view of this,this article takes the influencing factors of public satisfaction with government services in H City as the research object,comprehensively using literature analysis,questionnaire survey,statistical analysis,and other methods,systematically combing relevant domestic and foreign literature,explaining relevant concepts and theories,and sorting out the development status of government services in H City since the reform of "deregulation and service".On this basis,by combing the classic ACSI American satisfaction model and other relevant theories,and combining the research objects and characteristics of this article,a measurement model of influencing factors of government service satisfaction is constructed.By designing a scientific and reasonable questionnaire in the form of Likert scale,data analysis and model validation are conducted using the satisfaction of government service public in H City as an example.The study uses perceived quality,public expectations,government image,and public trust as explanatory variables,and public satisfaction as the explained variable.Based on the model analysis framework,six research hypotheses are proposed,and the data collected through the questionnaire survey is analyzed.Firstly,the reliability and validity of the questionnaire were analyzed using SPSS software,and the reliability and validity were above 0.8,ensuring the scientific and reliable nature of the study.Secondly,correlation analysis and regression analysis were used to analyze the interrelationship and linear relationship between the four selected influencing factors and the research object.Finally,a structural equation model was drawn using AMOS software to test the fitting degree of sample data and hypothetical models to actual problems.On this basis,the path and intensity of different influencing factors on public satisfaction were analyzed.The research results show that the fitting results show that the fitting values of all the adaptation indicators fall within the recommended range,and the setting of the research model in this article is acceptable.Perceived quality,public expectations,government image,and public trust have a significant positive impact on the satisfaction of government service enterprises.According to the research conclusion,public trust and perceived quality have a significant impact on satisfaction,with path coefficients of 0.34 and 0.30,respectively.Public expectations and government image have a small impact on satisfaction,with path coefficients of0.14 and 0.13,respectively.Finally,based on the evaluation results,this article proposes countermeasures and suggestions for improving public satisfaction with government services in H City,such as Consolidate perceived quality to boost satisfaction,provide government services guided by public expectations,improve government image and enhance public trust with the goal of public satisfaction,and deepening information disclosure and transparency.