Understanding user satisfaction with Chinese government social media platforms

Abstract

Introduction. The purpose of this paper is to understand government social media from the perspective of user satisfaction and to evaluate it in the context of presentation, content and utility of the government affairs' microblogs in China. Method. Based on the comprehensive information theory, this study will generalise descriptions about the factors affecting the user satisfaction in the existing research. Analysis. Taking Chinese government affairs microblogs as examples, the paper utilises structural equation modelling to analyse an online survey study. Results. Its result indicates that presentation, content and utility have a positive influence on user satisfaction with Chinese government social media platforms. Conclusions. This study gets rid of the oversimplified description of the application of government social media, and could provide policy reference for subsequent adoption strategies of government social media.