Research On The Effect Of Government Hotline Service Capacity On Government Trust From The Perspective Of Responsiveness

In the context of social transformation in the new era,social risks are accelerating and intertwining,and trust in government is becoming an increasingly important issue in social governance.As the "general customer service" of government services,the government hotline has been constantly updated in policy planning and practical development,building a bridge between government and citizens,becoming an important tool for citizens to understand and support government actions and enhance government trust,and has been given an important practical value.This thesis focuses on responsiveness and aims to elucidate the effect of the service capacity of government hotlines on trust in government.Firstly,this thesis will answer the preliminary question of whether and to what extent the service capacity of government hotlines affects citizens’ perceptions of trust in local governments;Secondly,it will delve into the question of "how" by introducing two mediating variables,namely,citizens’ satisfaction and corruption perceptions,in order to analyze the process mechanism between them.Finally,we focus on clarifying the "strategy and methodology" and suggesting the aspects that should be targeted to optimize the hotline service in the future.Specifically,this thesis firstly identifies the conceptual connotations of government hotline service capability,government trust,citizen satisfaction,and corruption perception.Then,based on the principal-agent theory,responsive government theory and government performance theory,three sub-variables of interactive demand acceptance ability,demand response ability and demand outcome ability,as well as two process variables of citizen satisfaction and corruption perception are identified to construct a theoretical model framework for mediating the impact of government hotline service capability on government trust and to propose corresponding research hypotheses.Lastly,an ordered probit econometric model is selected,empirical statistical analysis and case verification is conducted using social survey micro data and third-party macro assessment data.It was found that the three sub-competency dimensions of the government hotline service capability had a differential impact on government trust.Among them,the ability to respond to requests and the ability to apply the results of requests have significant positive effects on government trust,while the ability to receive interactive requests does not have significant effects on government trust.In addition,citizen satisfaction and corruption perception have positive and negative mediating roles between government hotline service capacity and government trust,respectively,but the existence or absence of specific path transmission effects varies significantly in different dimensions of government hotline service capacity.Based on the results of empirical analysis,this thesis proposes the following countermeasures: first,standardize the front-end acceptance channel of response to promote efficient and convenient communication between the government and citizens;second,optimize the operation mechanism of response process to ensure that the service value is put into practice;third,innovate the opening of data at the back-end of response to realize management benefits to empower governance;fourth,center on the people and precisely position the "general customer service of government services Fourth,people-centered,accurate positioning of "total customer service of government services",enhance the credibility of the government.Fifth,to establish trust with integrity and strengthen the institutional standardization under the support of technology.