摘要
公众对绩效信息的感知是研究者与公共组织管理者共同关心的重要问题。越来越多的研究致力于分析不同来源、形式和内容的绩效信息如何影响公众的满意度。公共组织在提供绩效信息时可以呈现详细的绩效数字(理解难度高),也可以对绩效数字进行汇总与解释(理解难度低);可以选择服务绩效较低的参照对象(参考质量高),也可以选择服务绩效较高的参照对象(参考质量低)。那么,在不同信息组合下,公众满意度是否存在差异?研究通过一项在线调查实验,基于公立初中与私立初中质量的比较,将调查对象(n=402)随机分配到理解难度高或低(2)以及参考质量高或低(2)的4种(2×2)因素实验条件下,分析理解难度与参考质量的交互干预对满意度的影响。本研究发现:在理解难度高的条件下,参考质量高或低的满意度无统计显著差异;而在理解难度低的条件下,满意度有显著差异。在参考质量高的条件下,理解难度高或低的满意度无统计显著差异;在参考质量低的条件下,满意度无显著差异。研究结果具有一定的政策意义:公共组织在提供绩效信息时,可以策略性地改变信息的理解难度和所涉服务的参考质量,来影响公众的满意度水平。
Public perceptions of performance information are an important concern for both researchers and public organization managers.A growing body of research is devoted to analyzing how different contents,sources,and forms of performance information affect public satisfaction.When public organizations provide performance information,they can present detailed performance figures(high difficulties in understanding)or they can summarize performance figures(low difficulties in understanding).Are there differences in public satisfaction under different combinations of information?Using an online survey experiment that randomly assigns respondents(n=402)to 4(2×2)factor experimental conditions based on high or low difficulties in understanding(2)and high or low reference quality(2),we compare data from public and private junior high schools.This study analyzes the effects of the interactions between difficulties in understanding and reference quality on satisfaction.We find that there is no statistically significant difference in satisfaction between high or low reference quality under conditions of high comprehension difficulties.But under conditions of low comprehension difficulties,there is a significant difference in satisfaction.Under conditions of high reference quality,there is no statistically significant difference in satisfaction between high or low comprehension difficulties,and under conditions of low reference quality,there is no significant difference in satisfaction between high or low comprehension difficulties.The results of this study have some policy implications:that is,when public organizations provide performance information,they can vary the difficulty of understanding the information and the reference quality of the services to influence the level of public satisfaction.
作者
王思琦
WANG Siqi(School of Public Administration,Southwest Jiaotong University)
出处
《公共管理评论》
CSSCI
2023年第4期25-51,共27页
China Public Administration Review
基金
国家自然科学基金面上项目“政策试点的推广效果下降问题:迭代适应机制与贝叶斯实验”(项目批准号:72274161)
教育部人文社会科学研究青年基金项目“基于IAT实验方法的政府信任测量与影响机制研究”(项目批准号:17XJC630009)资助
关键词
绩效信息
理解难度
参考质量
公共服务满意度
performance information
comprehension difficulties
reference quality
satisfaction of public services
