Public Satisfaction On Covid-19 Emergency Support Based On Supply-Demand Matching Model

Background:COVID-19 has become an important factor affecting the normal order of production and life in China and hindering social and economic development.This study analyzes the public satisfaction of COVID-19 emergency support and the supply matching degree and policies demand based on customer satisfaction and supply and demand matching model,in order to meet the social and public requirements for COVID-19 emergency support,improve relevant COVID-19 emergency support measures for government departments,and provide countermeasures and suggestions for emergency support for other public health emergencies.Methods:This study is based on supply side and demand side of COVID-19 emergency support.Firstly,a theoretical model of satisfaction with COVID-19 emergency support was initially constructed.Secondly,a questionnaire survey was conducted to investigate the public in Guangzhou to carry out an empirical study on the satisfaction of COVID-19 emergency support,and validation of hypothesis.Thirdly,supply and demand items were designed in the questionnaire to calculate the matching degree between supply and demand of various COVID-19 emergency guarantee policies in Guangzhou.Finally,based on the satisfaction and supplydemand matching model,it provides countermeasures and suggestions for government departments to improve the relevant COVID-19 emergency support measures,as well as for other public health emergencies.Results:1.The results of the empirical study on the satisfaction of COVID-19 emergency security in Guangzhou City are consistent with the five research hypotheses,and all five research hypotheses are passed.The analysis results of H1,H2,H3,H4 and H5 show that their standardization coefficients are 0.189,0.192,0.429,0.265 and-0.380,respectively,and P<0.05,indicating that expected quality and perceived quality have a positive and significant influence on public satisfaction,public satisfaction and public complaint have a negative and significant influence,public satisfaction and public loyalty have a positive and significant influence,and public complaint and public loyalty have a negative and significant influence.2.The empirical study of policy supply and demand matching in Guangzhou shows that informatization support and humanistic care have the highest degree of supply and demand matching,both of which are 0.864.The following policies were public communication,emergency medical treatment,training,emergency support materials and psychological services,and the matching degree of supply and demand decreased successively,which were 0.841,0.805,0.795,0.794 and 0.791,respectively.The matching degree of emergency support policies for funding and scientific research was low,0.750 and 0.725,respectively.Conclusions:1.The improvement of expected quality and perceived quality can improve the public’s satisfaction with COVID-19 emergency support.Attention should be paid to the reasonable allocation of emergency support resources and the improvement of emergency support early warning mechanism to improve the expected and perceived quality.2.Public satisfaction has a negative impact on public complaints and a positive impact on public loyalty.Low satisfaction leads to the reduction of the number of complaints,the increase of complaint channels,and the reduction of loyalty.During the response to COVID-19,we should strengthen the guidance of positive public opinion,actively listen to public opinions,and solve public difficulties to alleviate public fear of difficulty.3.The overall matching degree between the supply and demand of the public and the COVID-19 emergency guarantee policies in Guangzhou is good.However,the matching between supply and demand of psychological services and scientific research support and funding guarantee was relatively low.The public’s understanding of various COVID-19 emergency support policies affects the degree of demand for such policies and the degree of perceived policy supply.