基于结构方程模型的基础设施满意度影响因素路径探析——基于浙江省调查数据

An Analysis of the Path of Infrastructure Satisfaction Influencing Factors Based on Structural Equation Model—Based on the Survey Data of Zhejiang Province

摘要: 当前，基础设施满意度是社会关注的重要话题，影响因素的探讨对提升基础设施居民满意度有关键指导作用。为此，本研究开创性地将刺激–机体–反应(SOR)框架与美国顾客满意度指数(ACSI)模型相结合，构建了基础设施满意度的双重中介机制，并以中国首个共同富裕示范区——浙江省为实证场域。通过定量分析结构方程模型(SEM)，揭示政府声誉、政策环境与公众参与三类外部刺激通过公平感知与基建认知的链式中介效应影响满意度的动态机制，结果显示：政策环境(总效应值：0.106)与政府声誉(总效应值：0.116)通过公平感知、基建认知两个中介变量显著正影响公众满意度，公众参与无显著正向影响。综上研究，本研究在政府声誉、政策环境、公众参与等方面给出提升基础设施居民满意度的实践建议。

Abstract: Currently, infrastructure satisfaction is an important topic of social concern, and the exploration of its influencing factors plays a crucial guiding role in improving residents’ satisfaction with infrastructure. To this end, this study pioneeringly integrates the Stimulus-Organism-Response (SOR) framework with the American Customer Satisfaction Index (ACSI) model to construct a dual mediating mechanism for infrastructure satisfaction, taking Zhejiang Province—China’s first demonstration zone for common prosperity—as the empirical context. Through quantitative analysis using Structural Equation Modeling (SEM), this study reveals the dynamic mechanism by which three types of external stimuli (government reputation, policy environment, and public participation) affect satisfaction through the chain mediating effect of perceived fairness and infrastructure cognition. The results show that: the policy environment (total effect value: 0.106) and government reputation (total effect value: 0.116) exert a significant positive impact on public satisfaction through the two mediating variables of perceived fairness and infrastructure cognition, while public participation has no significant positive impact. Based on the above findings, this study puts forward practical suggestions for improving residents’ satisfaction with infrastructure in aspects of government reputation, policy environment, and public participation.