Influencing Factors of Public Satisfaction with COVID-19 Prevention Services Based on Structural Equation Modeling (SEM): A Study of Nanjing, China

Wei Chen, Yijun Shi, Liwen Fan, Lijun Huang and Jingyi Gao
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Wei Chen: School of Geographic and Biologic Information, Nanjing University of Posts and Telecommunications, Nanjing 210023, China
Yijun Shi: School of Landscape Architecture, Zhejiang A&F University, Hangzhou 311300, China
Liwen Fan: School of Geographic and Biologic Information, Nanjing University of Posts and Telecommunications, Nanjing 210023, China
Lijun Huang: Jiangsu Provincial Planning and Design Group, Nanjing 210023, China
Jingyi Gao: Graduate School of Engineering, Tohoku University, Sendai 980-0845, Japan

IJERPH, 2021, vol. 18, issue 24, 1-18

Abstract: Service satisfaction with public policies is an important component of public service quality management, which is of great significance to the improvement of public service quality. Based on an online questionnaire survey and in combination with the characteristics of public policies and services, in this study the influencing factors of residents’ satisfaction with COVID-19 pandemic prevention services were analyzed with structural equation modeling. The results reveal that the data fit the model well, and all the hypotheses formulated in this study were supported. Among the factors that were found to directly affect residents’ satisfaction with pandemic prevention services, perceived quality (PQ) has the greatest impact on satisfaction, followed by the disaster situation (DS) and policy expectation (PE). The observed variables that have significant impacts on the latent variables were also explored. Regarding the main findings, the residents who were seriously affected by the pandemic tended to have lower satisfaction with the policies and services provided by the government. Moreover, the improvement of PQ was found to significantly increase pandemic prevention service satisfaction (SS). Finally, the residents with a good psychological status during the pandemic were found to have higher satisfaction. According to the results, implications for the prevention and control practices of similar public health emergencies are proposed.

Keywords: emergency management; public satisfaction; SEM; public health; COVID-19 (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
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