Research On The Influence Mechanism Of The Supply Level Of Basic Public Services On The Satisfaction Of Public Services

As an important dimension of evaluating the performance of government’s public service supply,the satisfaction of basic public service is of great significance to the construction of service-oriented government and the equalization of basic public service.With the acceleration of social economic growth,the contradiction between the supply and demand of urban public services has become increasingly prominent.In the context of the new era,how to improve the supply efficiency of government basic public services in the face of the problems of insufficient scale,low quality,unbalanced supply,and diversified and individualized demand for public services,to meet the People’s growing needs for a better life,and then to improve public satisfaction with basic public services,has become the focus of academic and government practice.In recent years,although the government has increased its investment in and construction of basic public services,studies have shown that public satisfaction with basic public services has not improved significantly with the increase of the supply level,and the satisfaction degree in areas with high supply level is lower than that in areas with low supply level.In order to deeply analyze the causes of this phenomenon,this paper takes cities in Shandong Province as an example,through constructing an evaluation index system,explores the status quo of the supply of basic public services and public satisfaction,and on this basis,this paper tries to find the key explanatory variables from the supply and demand side of public service,and further explains the mechanism of the influence of the level of public service supply on the satisfaction degree of public service by constructing a theoretical model.The main findings of this paper are as follows:(1)The supply of urban basic public services in Shandong Province is characterized by an unbalanced supply structure and significant regional differences;the overall satisfaction of urban residents with basic public services in Shandong Province is at a level of basic satisfaction,there are great differences in public service satisfaction among different cities and service sectors.(2)After controlling the individual characteristic variables,the study finds that the level of basic public service supply has a significant positive effect on satisfaction,and the government image plays a significant mediating role between the level of basic public service supply and satisfaction.(3)The level of individual expectation inconsistency plays a significant moderating role between the supply level and the government image.Specifically,when the current expectation inconsistency is in a positive inconsistency(immediate expectation<perception),the supply level of basic public services has a significant positive predictive effect on the government image,while when the expectation inconsistency is in a negative inconsistency(immediate expectation>perception),the supply level has a significant positive predictive effect on the government image The predictive effect of elephant is not significant.(4)The moderating mediating effect shows that government image plays a significant mediating role between the supply level of basic public services and satisfaction when the expectation is in a positive inconsistency(immediate expectation<perception),while the mediating role of government image is not significant when the expectation is in a negative inconsistency(immediate expectation>perception).Based on the above research results,from the perspective of public service supply side,this paper puts forward policy suggestions to improve the government image,improve the financial transfer payment system,strengthen the construction of digital government and promote the participation of multiple subjects.There are two innovations in this paper:First,the novelty of the perspective of problem-solving.China is in the period of vigorously promoting the construction of a service-oriented government.Public satisfaction is concerned by governments at all levels and has been included in the performance appraisal.Aiming at the hot topic of basic public service satisfaction,this study explores the mechanism of the influence of basic public service supply level on public service satisfaction from the perspective of public service supply,through the construction of theoretical model to answer the "basic public service supply level of residents why low satisfaction?".This kind of solution angle of view and path has the novelty in the domestic academic circles.Second,the localization of the imported theory.In this study,we revised the customer satisfaction analysis model based on the foreign classic Customer Satisfaction Analysis Model and the study of the particularity of basic public service in China,the key determinants were identified from both the supply side(governments)and the demand side(individual citizens).The model not only introduces the expectation and satisfaction factor of ECSI model,but also adds the personal characteristic factor from the citizen individual demand side and the government image factor from the government supply side to realize the localization transformation of the classical model.