来源: Public Performance & Management Review

作者：Chengwei Wang

王程伟 | 对外经济贸易大学谈球吧（中国）官方网站讲师

摘要：

A considerable amount of literature has been published on increasing citizens’ satisfaction through satisfaction surveys. However, we know little about how to find the optimal design for a citizen satisfaction survey. Borrowing insights from dual-process theory, the study examines the effects of citizen satisfaction survey design on respondents’ effort and reported satisfaction. A fully randomized 23 between-subjects factorial experiment revealed a positive relationship between the number of anchors and the cognitive effort, while the effect of survey length is negative. Additionally, an increasing number of anchors will decrease the cognitive bias of participants. This study underscores the critical role of dual-process theory in understanding citizens’ evaluations and offers practical implications for survey design.

中文速览：

大量文献通过满意度调查工具探讨了提升公民满意度的方法。然而，对于如何设计最优的公民满意度调查，现有研究仍显不足。本研究借鉴双系统理论，探讨了公民满意度调查问卷的设计对受访者投入精力和报告满意度的影响。一项完全随机的2*3实验显示，量表锚点数量与精力投入呈正相关，而问卷长度的影响则为负。此外，增加量表锚点的数量可以有效减少参与者的认知偏差。本研究证实了双系统理论在公民评价中的重要作用，并为公民满意度调查设计提供了实践指导。

原文链接：

https://www.tandfonline.com/doi/full/10.1080/15309576.2024.2427822