How to satisfy dissatisfied citizens with urban public services? The case from Nanjing, China

Zhe Li, Jiannan Wu, Kevin C. Desouza and Zitao Chen

Urban Research & Practice, 2022, vol. 15, issue 3, 464-471

Abstract: Reducing citizen dissatisfaction with public services is a challenge for good urban governance. Using the case of Public Opinion 110 by Nanjing police, this article finds a new method to proactively, accurately, and timely measure citizen satisfaction and improve inadequate services. The findings confirm the importance of efficient two-way communication, the citizen-centered approach, and the combined use of technologies in improving citizen satisfaction. This article provides a feasible solution for urban governments facing the dilemma of citizen dissatisfaction with public services.

Date: 2022
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DOI: 10.1080/17535069.2022.2094565

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