The Influence Of Relative Quality And Comprehensibility Of Educational Service Information On Satisfaction

After years of development,satisfaction assessment is considered as a simple,convenient and effective citizen evaluation method in many industries.With the development of public service satisfaction evaluation,its theoretical research and practical application are increasingly mature.In many studies of public service satisfaction,tracing back to the source,the research on the influencing factors of public service satisfaction has attracted much attention.Many studies have found that the quality of public service is one of the decisive factors affecting satisfaction.On this basis,we find that in some competitive market services,the relative quality of public services(compared with market services,commercial services)rather than absolute quality,its impact on satisfaction is more concerned.The popularization and diversification of electronic tools such as computer graphics software give more possibilities for information presentation.Different forms of presentation bring different understanding to citizens.Taking public education service as an example,this paper takes the quality comparison between public schools and private schools as the starting point,and presents the relative quality comparison in different forms.Therefore,the degree of information understanding and quality are interfered,namely,2(Information comprehensibility: easy to understand and difficult to understand)× 2(relative quality of public schools: high quality and low quality)factorial experimental design.Based on theoretical research and thinking of practical problems,this paper clarifies the relationship between the relative quality of public schools,the difficulty of information understanding and satisfaction,and establishes the logical relationship among the three.In addition,citizens’ understanding of information itself will be affected by the form of information presentation(chart,text,etc.),so the form of investigation is the change of information presentation.In such a special case,will there be significant differences between the core variable data of online and offline surveys? This is also a question worth pondering.In this paper,the hypothesis is tested by experimental method,and some suggestions are put forward.The results show that: the relative quality of public service has a greater impact on the results of satisfaction,and the difficulty of understanding performance information has a smaller impact.However,the difficulty of information understanding will affect information judgment(public service quality assessment).The hypothesis is tested by t-test and logistic regression analysis.It is worth mentioning that:(1)In low-quality information,the comprehensibility of information will significantly affect the judgment of public junior high school satisfaction;(2)In the easily understood performance information,the judgment of the relative quality of public service will have a positive and significant impact on the satisfaction of public junior high school;(3)The differences between online and offline survey data are reflected in the population variables,and basically consistent in the core variables of the study.The findings have important practical significance: first,the public sector should pay attention to the presentation of performance information.Small changes in the presentation form may significantly change the information recipients’ views on public services.Second,relative comparison can play a role in shaping citizens’ evaluation of public service quality.The evaluation of high and low quality should not only adopt the subjective measurement method,but also add the relative quality of the comparative benchmark to reflect the quality objectively.Third,for general research,online questionnaire can basically get no significant difference from offline questionnaire;for some types of research,online survey should consider sampling control and survey effectiveness evaluation.