Examining the Impact of Relative Performance Information on Citizen Satisfaction: The Moderating Role of Trust in Local Government

ABSTRACT

Existing research has established that relative performance information significantly influences citizen satisfaction; however, the durability and consistency of this effect remain ambiguous. This study examines the conditions under which relative performance information, including historical and social performance information, affects citizen satisfaction. A survey experiment was conducted using a sample of Chinese citizens (N = 824), focusing on two public service scenarios: air pollution and traffic congestion. Findings indicate that both historical and social performance information exert substantial influence on citizen satisfaction, but this influence is fragile and inconsistent. The effect of relative performance information on citizen satisfaction is contingent on the degree of public trust in government. Consequently, efforts by public managers to enhance citizen satisfaction solely by modifying the presentation of performance information may yield only shortterm or negligible results. Emphasis should instead be placed on fostering public trust in government to sustain the influence of relative performance information on citizen satisfaction. Additionally, the study addresses evaluation bias in citizens' satisfaction perceptions, offering a novel perspective for improving the scientific selection and measurement of satisfaction indicators.