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Understanding citizens’ satisfaction with the government response during the COVID-19 pandemic in China: comprehensive analysis of the government hotline

Zicheng Zhang (School of Information Management, Nanjing University, Nanjing, China)
Anguo Li (School of Information Engineering, Nanjing University of Finance and Economics, Nanjing, China)
Yang Xu (Department of Endocrinology, Shandong Provincial Hospital, Cheeloo College of Medicine, Shandong University, Jinan, China)
Yixiao Liang (Department of Endocrinology, Shandong Provincial Hospital, Cheeloo College of Medicine, Shandong University, Jinan, China)
Xinchen Jin (Advanced Medical Research Institute, Cheeloo College of Medicine, Shandong University, Jinan, China)
Shanshan Wu (Cheeloo College of Medicine, Shandong University, Jinan, China)

Library Hi Tech

ISSN: 0737-8831

Article publication date: 18 July 2022

Issue publication date: 18 April 2023

301

Abstract

Purpose

The objective of this study was to analyse the influencing factors of citizens' dissatisfaction with government services during the COVID-19 pandemic to help government departments identify problems in the service process and possible countermeasures.

Design/methodology/approach

The authors first used cosine interesting pattern mining (CIPM) to analyse citizens' complaints in different periods of the pandemic. Second, the potential evaluation indices of customer satisfaction were extracted from the hotline business system through a hypothesis analysis and modelled using multiple regression analysis. During the index transformation and standardization process, a machine-learning algorithm of clustering and emotion analysis was adopted. Finally, the authors used the random forest algorithm to evaluate the importance of the indicators and obtain the indicators more important to citizen satisfaction.

Findings

The authors found that the complaint topic, appeal time, urgency of citizens' complaints, citizens' emotions, level of detail in the case record, and processing timeliness and efficiency significantly influenced citizens' satisfaction. When the government addresses complaints in a more standardized and efficient manner, citizens are more satisfied.

Originality/value

During the pandemic, government departments should be more patient with citizens, increase the speed of the case circulation and shorten the processing period of appeals. Staff should record appeals in a more standardized manner, highlighting themes and prioritizing urgent cases to appease citizens and relieve their anxiety.

Keywords

Acknowledgements

Funding: This research did not receive any specific grants from funding agencies in the public, commercial or not-for-profit sectors.

Submission declaration and verification: We declare that the material has not been published in whole or in part elsewhere, this paper is not currently being considered for publication elsewhere and all authors were actively involved in substantial work leading to the submitted version and will hold themselves jointly and individually responsible for its content.

Conflicts of interest: The authors declare no conflicts of interest.

Compliance with ethical standards: This article does not contain any studies with human participants or animals performed by any of the authors.

Citation

Zhang, Z., Li, A., Xu, Y., Liang, Y., Jin, X. and Wu, S. (2023), "Understanding citizens’ satisfaction with the government response during the COVID-19 pandemic in China: comprehensive analysis of the government hotline", Library Hi Tech, Vol. 41 No. 1, pp. 91-107. https://doi.org/10.1108/LHT-12-2021-0497

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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