Wang Junze, Zhang Wei, Jiang Pengyao, Zhao Shen, Evans Richard
College of Public Administration, Huazhong University of Science and Technology, Wuhan, Hubei, China.
School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, Hubei, China.
Heliyon. 2024 Jun 13;10(12):e32476. doi: 10.1016/j.heliyon.2024.e32476. eCollection 2024 Jun 30.
Throughout the COVID-19 pandemic, China effectively contained the virus, resulting in increased public trust in the government. Mobile government (mGovernment) applications (apps) played a critical role in this improvement. This study aims to examine how mGovernment apps build citizens' trust in governments during public crises. The DeLone and McLean Information Systems Success Model (ISSM) is used to evaluate the quality of these apps. Public satisfaction serves as an intermediary variable, while public awareness of epidemic risks in sudden public relations crises acts as a moderating variable to explore the impact of mGovernment apps on government trust. Data analysis is conducted using SPSS Statistics 22.0 and AMOS 21.0. The study's results show that the system quality, information quality, and service quality of mobile government apps influence citizens' trust in governments through the mediating effect of public satisfaction. All three factors positively correlate with public satisfaction, with service quality having the greatest impact. Similarly, system quality, information quality, and service quality are positively correlated with public trust in governments, with system quality having the most noticeable influence. There is a strong correlation between public satisfaction and trust in governments, and the mediating effect of public satisfaction is significant. In addition, epidemic risk perception moderates the relationship between public satisfaction and citizens' trust in governments.
在新冠疫情大流行期间，中国有效控制了病毒，公众对政府的信任因此增强。移动政务应用程序在这一改善过程中发挥了关键作用。本研究旨在探讨移动政务应用程序在公共危机期间如何建立公民对政府的信任。采用德洛内和麦克林信息系统成功模型（ISSM）来评估这些应用程序的质量。公众满意度作为中介变量，而在突发公共关系危机中公众对疫情风险的认知作为调节变量，以探究移动政务应用程序对政府信任的影响。使用SPSS Statistics 22.0和AMOS 21.0进行数据分析。研究结果表明，移动政务应用程序的系统质量、信息质量和服务质量通过公众满意度的中介作用影响公民对政府的信任。这三个因素均与公众满意度呈正相关，其中服务质量的影响最大。同样，系统质量、信息质量和服务质量与公众对政府的信任呈正相关，其中系统质量的影响最为显著。公众满意度与对政府的信任之间存在很强的相关性，公众满意度的中介作用显著。此外，疫情风险认知调节了公众满意度与公民对政府信任之间的关系。
