The Factors Influencing Public Satisfaction with Community Services for COVID-19: Evidence from a Highly Educated Community in Beijing

Abstract

The satisfaction of highly educated citizens with community services for COVID-19 represents the attitude of the middle class and plays an important role in both the social and political stability of a country. The aim of this paper was to determine which factors influence public satisfaction with COVID-19 services in a highly educated community. Through a literature review and using the American Customer Satisfaction Index (ACSI) model, this paper constructed a public satisfaction model of community services for COVID-19 and proposed relevant research hypotheses. A community with many highly educated residents in Beijing was selected as the case study, where 450 official questionnaires were distributed based on the age ratio of residents, with 372 valid questionnaires being collected from May 2021 to July 2021. The study results obtained by a structural equation model (SEM) show that: (1) public satisfaction is significantly and positively influenced by quality perception (0.305 **), public demand (0.295 **), and service maturity (0.465 ***); (2) public satisfaction has a significantly positive effect on service image (0.346 ***) and public trust (0.232 **), and service image significantly affects public trust (0.140 *); (3) service maturity is positively influenced by public demand (0.460 ***) and quality perception (0.323 *); and (4) public demand is positively influenced by quality perception (0.693 ***) (* p < 0.05; ** p < 0.01; *** p < 0.00). The conclusions of the study can provide suggestions and recommendations to improve the satisfaction of highly educated residents with community healthcare services during the COVID-19 pandemic.

Utilizing social media for community risk communication in megacities: analysing the impact of WeChat group information interaction and perception on communication satisfaction during the COVID-19 pandemic in Shanghai

“…Subjective satisfaction with communication is primarily used as a variable to measure the effectiveness of communication skills and methods in health communication studies [ 51 , 52 ]. Although there are similar studies involving community communication [ 46 ], they do not specifically address the content and methods of communication. To address these gaps, this study uses the satisfaction indicators of residents interacting via WeChat communities during the Shanghai pandemic as the dependent variable.…”

“…Therefore, the exploration of “risk as feeling,” including the roles of emotion and affect, is regarded as a critical cue in determining risk judgment and decision-making [ 44 ] and is becoming a central focus in risk communication research [ 45 ]. The level of satisfaction with community communication [ 46 ] can not only test whether the content and methods of risk communication are effective for residents but also reflect the overall emotional perspective of residents towards community response and management efforts. It is one of the strong indicators for measuring the effectiveness of risk communication [ 47 , 48 ].…”

Level of Public Satisfaction with the Services of the Mataram City Regional Financial Agency in 2021

“…Each element in the SKM is a standard that determines community satisfaction with the services obtained (Xie et al, 2022). Measurement of the response from the public refers to the Regulation of the Minister of Administrative Reform and Bureaucratic Reform Number 14 of 2017, with 9 elements that can represent (Astuti et al, 2022), namely: (a) Requirements (U1).…”

Optimizing Business-to-Business Customer Satisfaction Analysis through Advanced Two-Stage Clustering: Insights from Industrial Parks

“…Liu et al [9] expanded the ACSI model by considering corporate image as an important variable of CS. Unlike in previous studies, Xie et al [10] used service image as an outcome variable and proposed a new perspective that public satisfaction has a positive impact on service image.…”