Measuring Public Satisfaction for Government Process Reengineering

Public satisfaction measurement is the best way to evaluate the implementation effects of government process reengineering (GPR). The research on public satisfaction of electronic government is almost adapted from research on customer satisfaction, and is mainly about e-gov websites or various types of public services, while rare attention has been paid to the implementation results of GPR. This paper presented a public satisfaction model for GPR based on the definition of public satisfaction for GPR. An empirical study is conducted through statistics process reengineering in City Municipal Bureau of Statistics. Structural equation model and partial least squares method are used to conduct data analysis. The results show that statistics process reengineering in City Municipal Bureau of Statistics has high degree of public satisfaction. Public satisfaction for GPR is positively and strongly affected by perceived process quality, while perceived process quality is positively and strongly affected by process maturity. Public satisfaction in turn positively and strongly affects public trust.