| Since the 21 st century,there have been a number of public health emergencies with unknown causes,which have challenged China’s public health prevention and control system and posed a great threat to the country’s economic development,social public security and people’s healthy life.During the COVID-19 outbreak,geographical isolation,such as home isolation,closed management and wuhan "lockdown",further increased the difficulty of obtaining medical treatment through offline traditional community reporting,and the inability to receive timely treatment and diagnosis also increased the risk of disease deterioration and cross-infection.In order to reduce information asymmetry in the epidemic,more patients can receive effective treatment.The government actively linked sina Weibo,wechat,media organizations and other platforms to provide channels for the public to seek help,and built a "bridge" between patients and the government,and between the government and the hospital.The online help-seeking platform is an information interaction platform actively linked by the government and media organizations.It played an important role during the COVID-19 epidemic,and there is a complete institutional process from help-seeking to rescue.The starting point and core of the online help platform is to address the public’s demand for medical resources during the COVID-19 outbreak,and in essence,to better serve the public.Therefore,from the perspective of the public,eight variables covered in this study are determined based on the public satisfaction theory,new public service theory and the characteristics of online help-seeking platforms during the COVID-19 epidemic by combing relevant literature such as customer satisfaction and online help-seeking.Namely,personal accomplishment,perceived quality,perceived value,public expectation,perceived risk,satisfaction,public trust,and public complaint.On the basis of predecessors’ research results to build a public health emergency public satisfaction online help platform model and research hypothesis,and then draw lessons from the existing maturity scale to operationalization of research variables,design the questionnaire investigation,using SPSS26.0 statistical software to analyze the questionnaire results,the Smart-PLS 3.0 statistics software fitting parameters,verify the validity and rationality of the hypothesis model.Then,in-depth interviews were conducted with the help seekers on the online help platform to explore the deep-seated crux of the problem that was not revealed in the empirical analysis to ensure the systematicness and rigor of this study.The results show that personal accomplishment,perceived quality and perceived value all have a positive impact on public satisfaction,among which personal accomplishment and perceived quality have the greatest impact on public satisfaction.Public expectation has positive influence on perceived quality and perceived value,and public expectation has the greatest influence on perceived quality.Perceived quality has a positive influence on perceived value.Public satisfaction has a negative influence on public complaint;Public satisfaction has a positive impact on public trust.Public complaints have a negative impact on public trust.In addition,gender and income have no significant moderating effect on public satisfaction,while age,occupation and educational background have significant moderating effect on public satisfaction.Based on the conclusions of the empirical research,this study puts forward the following suggestions to improve the public satisfaction of online help platform:strengthen platform innovation,improve service quality;Optimize platform functions and promote platform construction;Enhance platform security and enhance public trust;Paying attention to public expectations and meeting public needs;To guide public participation and improve the interactive communication section of the platform;Enhance personal literacy,improve information skills and knowledge reserves. |
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