Research On Strategy Of Public Satisfaction Of City Management From Citizen Hotline Complaints

With the rapid development of the domestic economy and the continuous improvement of urbanization level,it has put forward higher requirements for the government’s urban management administrative law enforcement level.Moreover,with the development of democracy and law in China,the government has transformed from the manager to the public service provider,the public service satisfaction has been increasingly emphasized that has become an evaluation standard for measuring government performance.Public satisfaction has gradually been incorporated into the assessment standards for urban management and law enforcement.As the most essential participants in urban management,the citizens should be the manager of city construction,and city management should also be integrated into the field of public participation.In this context,many cities have established the 12345 citizen hotline as a platform for unblocking public opinion,listening to public opinion,and solving people’s livelihood demands.In recent years,the number of complaints reported to urban management departments in various regions through the hotline has increased.Solving 12345 citizen complaints has become an important part of the law enforcement functions of urban management.At the same time,the satisfaction level of domestic urban management law enforcement is generally not high,and there is still much room for improvement.Domestic and foreign related researches on urban management law enforcement satisfaction are mainly concentrated on satisfaction model research,theoretical research,case studies,etc.,but they are mostly analyzed from a macro perspective,and empirical research from a micro perspective is relatively lacking.Since citizens in Shanghai Putuo district do not rate their satisfaction with urban management law enforcement higher than those in the entire city,this article takes the district satisfaction research as an example,taking citizens who had called the citizen hotline for related complaints as the research objects.The attitude of citizens who have had actual contact with the urban management department are of practical significance for improving the satisfaction of urban management law enforcement in the Putuo district.This paper combines the research of the literature on urban management law enforcement,new public service theory,customer satisfaction model,public satisfaction model,etc.On the basis of the ACSI satisfaction model,the public satisfaction model is adjusted to four independent variables and one factor.As variables,four independent variables suitable for the study of this article are selected:urban management image,public expectations,perceived quality and public trust,and the dependent variable is public satisfaction.On this basis,this paper uses a structured questionnaire to measure the law enforcement satisfaction of urban management in handling 12345 citizen complaints,and conducts a descriptive statistical analysis of the results of the questionnaire.For the problems and deficiencies in the work of the urban management department,and for these reasons that hinder the improvement of satisfaction,corresponding countermeasures to improve the public satisfaction of the urban management department are proposed.Based on the empirical analysis of actual complaints from citizens,this paper found the following reasons for the low level of satisfaction,including insufficient public impressions of law enforcement officers,insufficient affinity for law enforcement officers,dissatisfaction with the use of polite language,as well as insufficient public participation in daily law enforcement work,unmet requirements for the disclosure of law enforcement information,and poor public complaint channels,etc.In order to solve all these problems causing the low level of public satisfaction of urban management law enforcement,this paper finally proposes corresponding countermeasures,including improving the overall quality of the urban management law enforcement team,promoting the cooperation of multiple entities to govern the city,advancing the reform of the urban management system and mechanism,and strengthening public opinion monitoring and control,enhancing propaganda to improve the image of urban management and so on.The content analyzed in this article and the countermeasures and suggestions that been put forward can help improve the satisfaction of China’s urban management law enforcement work in the future.