In the public service digital transformation process,the digital divide weakens the universality of public services,thus affecting improvement in satisfaction with public services.Based on the digital divide perspective,this study used data from the Beijing-Tianjin-Hebei region to reveal the digital divide's impact on satisfaction with public services through empirical methods at two levels:the digital access divide and digital use divide.Findings indicated that the higher the level of Internet access,the higher the level of satisfaction with public services.Furthermore,objective performance had a partial mediating effect.Additionally,higher Internet use skill levels were associated with higher levels of satisfaction with public services,and demand satisfaction had a partial mediating effect.Moreover,the higher the level of information acquisition,the higher the level of satisfaction with public services,and trust in the government had a partial mediating effect.The higher the level of information acquisition,the lower the sense of social justice,making it easier to distort the perception of satisfaction with public services.Finally,we propose policy suggestions for improving digital infrastructure,optimizing the supply mode of public services,enhancing the digital skills of vulnerable groups,making public services more user-friendly,enhancing the ability to obtain public information,and maintaining information order and social equity.
关键词
公共服务满意度/数字鸿沟/互联网接入水平/互联网使用技能/信息获取水平
Key words
Public Service Satisfaction/Digital Divide/Level of Internet Access/Internet Use Skills/Level of Information Acquisition
万方数据