Research On The Influencing Factors Of Citizens’ Satisfaction With Government Response On The Internet Political Platform

In the process of the transformation from network political inquiry to network governance,government response,as an important component of network governance,plays an important role in winning the trust of citizens and improving public satisfaction.Therefore,from the perspective of citizens’ perception,this paper discusses the relationship between the expression characteristics of government responses and citizens’ satisfaction with them,and explores the logical relationship between them.Guided by " responsive government theory ","customer satisfaction theory" and "signal transmission theory",this paper expounds the core variables such as perceived quality,perceived value and government image of citizens’ response to the government,build a theoretical model of influencing factors of citizen’s satisfaction with government response and takes the annual data of Chengdu Network Governance Platform from 2017 to 2018 as the data source.Text analysis and data analysis are carried out on the text of citizen’s appeal and the text of government’s response,so as to study the expression characteristics of government’s response that will affect citizens’ satisfactory evaluation of government’s response.The results show that:(1)the authenticity and emphasis of government response have a positive impact on citizens’ satisfaction of government response.The higher the authenticity and importance of government response,the more likely the public is to be satisfied with government response;(2)There is a significant negative correlation between government response time interval and response satisfaction.The shorter the response time interval,the higher the satisfaction of citizens on government response;(3)The richness and degree of persuasion of government response have a significant negative impact on response satisfaction,which may be influenced by the degree of appeal resolution.That is,in the case of unsolved appeal,the length of government response is much longer and more policies and regulations are quoted.Even if the information structure is clear,citizens are prone to make "unsatisfactory" evaluation when affected by unsolved appeal.In particular,increasing the degree of persuasion of the government response itself is a reasonable requirement for the government,but the empirical results show that increasing the persuasion of the government response does not help to improve the satisfaction.On the one hand,it is because the government copies policies and regulations strictly,on the other hand,it also means that the persuasion of the government response may play a " hygiene " role in improving the satisfaction,instead of playing an "incentive" role;(4)The similarity between responses has a significant negative effect on citizens’ satisfaction,but the appeal-response similarity has no significant effect on citizens’ satisfaction;(5)The negative emotions expressed and the degree of detail expressed in citizens’ demands play a moderating role in the relationship between government response and citizens’ satisfaction with response.Based on this,the following four specific suggestions are put forward,including: establish the concept of serving the people,improve the response speed;Improve the quality of government response to meet public demands;Improve the effectiveness of government response and alert mechanical response;Standardize the way citizens participate in online politics and encourage rational expression.The research results have valuable reference value for improving the quality of government response,increasing citizens’ satisfaction with government response,and enhancing the maintenance of government credibility.