THE IMPACT OF CITIZEN PARTICIPATION AND SOCIAL CAPITAL ON PUBLIC SERVICE SATISFACTION: MEDIATION BY ADMINISTRATIVE BURDEN AND MODERATION BY GOVERNMENT TRUST

Abstract

Public service satisfaction is a critical instrument for evaluating the effectiveness of public services. However, the mechanisms through which both individual and environmental factors influence public service satisfaction remain inadequately explored and uncertain. This study delves into the intricate mechanisms underlying public service satisfaction, with a focus on individual-level factors such as citizen participation and social capital, and environmental-level factors, including administrative burden and government trust. A survey of 671 Chinese citizens provides data on their evaluations of public service satisfaction. Data from 671 Chinese citizens were analysed, revealing positive effects of citizen participation and social capital on public service satisfaction. Additionally, the issue elucidates the pathways through which administrative burden influences public service satisfaction and the moderating role of government trust. The findings highlight the complex interaction between individual and environmental factors in shaping public service satisfaction, emphasizing its significance in democratic governance beyond mere service evaluation.