Abstract
Service satisfaction with public policies is an important component of public service quality management, which is of great significance to the improvement of public service quality. Based on an online questionnaire survey and in combination with the characteristics of public policies and services, in this study the influencing factors of residents’ satisfaction with COVID-19 pandemic prevention services were analyzed with structural equation modeling. The results reveal that the data fit the model well, and all the hypotheses formulated in this study were supported. Among the factors that were found to directly affect residents’ satisfaction with pandemic prevention services, perceived quality (PQ) has the greatest impact on satisfaction, followed by the disaster situation (DS) and policy expectation (PE). The observed variables that have significant impacts on the latent variables were also explored. Regarding the main findings, the residents who were seriously affected by the pandemic tended to have lower satisfaction with the policies and services provided by the government. Moreover, the improvement of PQ was found to significantly increase pandemic prevention service satisfaction (SS). Finally, the residents with a good psychological status during the pandemic were found to have higher satisfaction. According to the results, implications for the prevention and control practices of similar public health emergencies are proposed.
Highlights
At the end of 2019, the COVID-19 pandemic had quickly become a global threat to public health; by 1 May 2021, over 153 million people had been infected with the virus causing COVID-19, which devastatingly cost more than 3.2 million lives
Rhee and Rha [30] developed an alternative model of public service quality via the critical incident technique in consideration of four main qualities of public service, namely the process quality, outcome quality, design quality, and relationship quality; the results revealed that the key attributes of customer satisfaction with public service quality vary with the types of public sector customers
The specific content of the ASCI was adopted to retain the latent variable of perceived quality (PQ), while customer expectation, customer satisfaction, customer complaints, and customer loyalty were derived into the corresponding latent variables of policy expectation (PE), pandemic prevention service satisfaction (SS), resident complaints (RC), and resident trust (RT)
Summary
At the end of 2019, the COVID-19 pandemic had quickly become a global threat to public health; by 1 May 2021, over 153 million people had been infected with the virus causing COVID-19, which devastatingly cost more than 3.2 million lives. In China, the COVID-19 pandemic has been a major public health emergency; since the founding of New China, it has been the fastest-spreading pandemic, the cause of the widest range of infections, and the most difficult to prevent and control [2]. To curb the development of the pandemic, governments worldwide have introduced various targeted policies, measures, and public services; these have met the actual needs of residents to a certain extent, and have played an important role in pandemic prevention.
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