Influence of Citizens'Perceived Quality of Governmental Online Response on Their Political Trust and Continued E-participation Intention:A Mixed-methods Perspective
As the digital government continues to evolve,citizen engagement in public governance through e-complaints has become a significant channel.However,addressing the challenge of providing high-quality online responses that align with citizen expectations to resolve their e-complaints and foster positive interactions in civil affairs remains unresolved.This study addresses this issue through a two-stage mixed-method approach.The research identifies that the perceived quality of governmental online responses encompasses five dimensions:responsiveness,reliability,procedural,powerful,and personalization.Furthermore,the perceived quality of governmental online responses enhances citizens'perceived equity and satisfaction with the e-complaints handling,thereby bolstering their political trust and continued e-participation intentions.Notably,the perceived quality of governmental online responses by bystanders has a more pronounced positive impact on their perceived equity and satisfaction with e-complaint handling compared to claimants.The conclusions offer practical recommendations for e-government management agencies and personnel to adeptly handle citizen e-complaints through high-quality online responses,thereby upholding public political trust and nurturing a commitment to co-governance.
perceived quality of governmental online responsepolitical truste-participationmixed-methodsviewer type