Study On The Relationship Between The Public Sense Of Justice, Satisfaction And Behavior Intention

Since the17th party congress proposed to build a service-oriented government,government organizations have adhered to stick to man-oriented ideology, and publicsatisfaction has become the evaluation criteria of public services. The18th partycongress further emphasized that the government should vigorously construction ofservice-oriented government in the satisfaction of the people, the third plenary sessionof the eighteen stressed we will deepen the reform of the administrative system, buildrule of law government and service-oriented government and promote social equity andjustice. This requires the government organizations continue to enhance serviceawareness, improve service quality, and regard service the people and meet the peopleas the main purpose and fundamental task of government organizations to providepublic services. However, the characteristics of the service itself decide the governmentwill inevitably be a service failure in the provision of public services and cause publicdiscontent and complain, as tens of millions of petitioning groups in our country inrecent years, if these complaints are not eliminated, it will easily lead to theaccumulation of emotional dissatisfaction, negative word of mouth spread, and evensome people make some bad behavior which is bad to conducive to social harmony.Therefore, when the service failure occurs, governmental organizations should taketimely measures to compensate and eliminate the complaints and improve people’ssatisfaction, so as to get the endorsement and support of the people and avoid someadverse events.The present research on handling complaints mostly belongs to the category ofenterprise management, focused on the development of service industry enterpriseorganization dealing with customer complaints, research on government organizationsdealing with pubic complaints is rarely, but when government organizations providepublic services to the people, government organizations inevitably make mistakes orvulnerabilities and cause public dissatisfaction and complaints. Based on this, the articleresearches the relationship between people on the government’s sense of justice,satisfaction and their behavioral intentions under the perspective of the peoplecomplaining about the government’s handling, based on the literature about thegovernment organizations dealing with pubic complaints, the public sense of justice,satisfaction, behavioral intentions, combined with the actual situation of our government organizations to provide public services. The article use descriptivestatistical analysis, a variety of data reliability and validity, structural equation modelinganalytical methods and other analytical methods, combining the qualitative research andquantitative research.The results showed that: each of four dimensions of the public sense of justice(results justice, procedural justice, interpersonal justice and informational justice) has asignificant impact on the public satisfaction, in which the impact of interpersonal justiceis greatest. Secondly, the public complaint satisfaction has a significant impact on thepublic overall satisfaction. In addition, the public overall satisfaction has partialmediation effect on the relationship between the public complaint satisfaction and thepublic behavior intention, that is to say, the public complaint satisfaction not onlythrough the public overall satisfaction indirectly influence citizenship behavior,complaints behavior and bad behavior, but also directly affect citizenship behavior,complaints behavior and bad behavior. Specifically, it has a positive effect oncitizenship behavior, and has a negative impact on complaint behavior and bad behavior.Finally, according to the research results, this paper puts forward related suggestionsand the prospect for future research.