Factors Influencing Public Satisfaction With Online Government And Improvement Path

As a product of government governance innovation and public demand expression,the online government has assumed the important function of government-public interaction.What are the factors affecting different types of government satisfaction? How to effectively improve the public satisfaction of online politics?In this paper,we used difference analysis and fuzzy set qualitative comparison analysis methods to study the data of X city’s online governmental questioning platform.The study finds that: frequency of participation,public attention,type of demands,areas involved,whether the public needs offline governance,length of questioning texts,emotional intensity of questioning,whether questioning uses internal collective language,whether questioning uses pan-collective language,whether questioning uses democratic language,whether responses are time-out,whether responses use empathic discourse,whether responses make promises,whether responses mention the processing process,whether offline governance action and whether the response reports the completion of public demands will have a significant impact on public satisfaction with online governance;the groups of public satisfaction with online governance in the opinion and suggestion category are responsible,effective,valued + effective,and valued,and the groups of dissatisfaction are ～(responsible + valued + transparent)and ～ responsible;the groups of public satisfaction with online governance in the information and consultation category are rule of law + valued,responsible,and transparent,and the groups of dissatisfaction are ～(valued +(rule of law),～(responsible + importance),～(responsible +rule of law + transparency);complaints reflecting the public satisfaction of the grouping of network administration is importance + effective,importance,rule of law + effective,responsible + importance,dissatisfaction grouping is ～(importance + rule of law +effective),～(importance + transparency),～(responsible + importance + effective),～(responsible + effective),～(transparent + effective),～ rule of law;in addition,continuous follow-up and other factors also have an impact on public satisfaction with online governance;public satisfaction with online governance can be effectively improved through modularized governance,similar governance push,establishment of thematic modules,clear departmental responsibilities,emphasis on offline governance,continuous follow-up of responses,increased follow-up links,refined management,modularized responses,and enhanced training and supervision.Through a combination of quantitative and qualitative methods,this paper identifies the factors that affect public satisfaction with online government,and analyzes different types of online government cases to derive the corresponding influence factor grouping,which enriches the research perspective on online government.At the same time,we propose an effective path to improve public satisfaction with online governance,and give specific suggestions on the operation mechanism of online governance platform,which provides reference for the platform’s precise service to the public and refined management of government department’s response,and helps to improve the digital governance effectiveness of online governance platform and public satisfaction with online governance.