The impact of government response strategies on public satisfaction in Shanghai online petition system

In the realm of government response discourse, the employed response strategy not only mirrors the government's service philosophy and professional level, but also holds profound significance for improving public satisfaction. To explore the impact of response strategies on public satisfaction, a total of over 43,000 data records were screened from Shanghai Online Petition System. We use the factor analysis method to measure three types of government response strategies, namely Actional, informational, and responsive strategies respectively. The research finds that the use of response strategies by the government during the response process can significantly enhance public satisfaction. This will help the government clarify the direction for improving response strategies, and also provide guidance for the positive government-citizen interaction.