Linking government social media usage to public perceptions of government performance: an empirical study from China

Abstract

Based on an online survey of 1042 Beijing residents, this study links the usage of government social media tools, including WeChat, microblogs, and apps, to public perceptions of the government’s performance. The results indicated that young people are more likely to use government microblogs. In contrast, an inverted U-shaped relationship was found between age and the utilization of government WeChat and apps. The findings also showed that people with high education, high economic status, and a local hukou were more likely to use all three government social media tools. In controlling for the demographic variables, the results showed that the most important predictor of the use of a government social media tool was the use of any other government social media tool. The general use of social media significantly influenced the use of government social media tools, whereas the direction of this influence depended on the homogeneity or heterogeneity of these behaviors. Moreover, the results revealed a linkage between government social media use and public perceptions of government performance. Functional use, especially information acquisition and participation, was a significant predictor of perceived government transparency, responsiveness, and citizen satisfaction, while the public service function significantly increased perceived government responsiveness.