突发事件影响下考虑公平与透明对信息服务满意度的影响研究
A Study on the Influence of Fairness and Transparency on Information Service Satisfaction in the Emergency
沈旺 1王俊尧 1李昕娱 1王丽辰1
作者信息
- 1. 吉林大学商学与管理学院 长春 130012
- 折叠
摘要
[目的/意义]探究突发事件情境下公平和透明对城市社区信息服务满意度的影响,以期为提升民众满意度、增强社区信息服务能力提供参考.[方法/过程]在公众感知的基础上融入公平理论和信息透明度构建研究理论模型.通过对目标受访者进行在线问卷调查,收集489份问卷来检验本文提出的假设.[结果/结论]研究结果表明:政策信息透明度和物资信息透明度对感知信息质量有显著的正向影响,其中物资信息透明度的影响更大;互动公平和分配公平对感知服务质量有显著的正向影响,其中互动公平的影响更大;感知服务质量和感知信息质量对信息服务满意度均有显著的正向影响.
Abstract
[Purpose/Significance]Investigating the influence of fairness and transparency on satisfaction with information services in urban communities in the context of emergencies can provide a reference for improving public satisfaction and enhancing community information services.[Method/Process]This study constructed a research theoretical model based on public perceptions incorporating equity theory and information transparency.Through an online questionnaire survey,it collected 489 questionnaires to test the hypotheses proposed in this pa-per.[Result/Conclusion]The results show that policy information transparency and material information transpar-ency have significant positive effects on perceived information quality,and the latter has a greater effect.Interaction equity and distribution equity have significant positive effects on perceived service quality,and the former has a greater effect.Finally,both perceived service quality and perceived information quality have a significant positive impact on information service satisfaction.
关键词
突发事件/公平理论/信息透明度/信息服务/满意度Key words
emergencies/equity theory/information transparency/information service/satisfaction引用本文复制引用
基金项目
国家社会科学基金重大项目(20&ZD125)
出版年
2024
NETL
NSTL
万方数据