Is Transparency a Double-edged Sword in Citizen Satisfaction with Public Service? Evidence from China’s Public Healthcare

28 Pages Posted: 25 Aug 2015 Last revised: 6 Jun 2016

See all articles by Yongheng Yang

Yongheng Yang

Tsinghua University - School of Public Policy and Management

Yilin Hou

Maxwell School, Syracuse University

Date Written: August 24, 2015

Abstract

This study proposes a systemic view of transparency and an expanded model to explain citizen satisfaction with public services. The classic model consists of service quality, value, and satisfaction; we add transparency and delineate the direct and the moderating effects of transparency on value, quality, and satisfaction. We test the expanded model with survey data on public healthcare in China and generate evidence that while the classic model is robust, transparency is a double-edged sword regarding satisfaction: Transparency increases perceived value and satisfaction by inspiring citizen confidence; meanwhile, increased transparency enhances public knowledge of service products, raising expectations, which subsequently dampens the positive effects of service quality and perceived value on citizen satisfaction.

Keywords: perceived transparency, citizen satisfaction, moderating effects

Suggested Citation

Yang, Yongheng and Hou, Yilin, Is Transparency a Double-edged Sword in Citizen Satisfaction with Public Service? Evidence from China’s Public Healthcare (August 24, 2015). Available at SSRN: https://ssrn.com/abstract=2649794 or http://dx.doi.org/10.2139/ssrn.2649794

Yongheng Yang (Contact Author)

Tsinghua University - School of Public Policy and Management ( email )

Beijing, 100084
China

Yilin Hou

Maxwell School, Syracuse University ( email )

426 Eggers Hall
Syracuse, NY 13244-1020
United States
315-443-3114 (Phone)

HOME PAGE: http://www.maxwell.syr.edu/pa/cpr/Hou,_Yilin/

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