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How to satisfy dissatisfied citizens with urban public services? The case from Nanjing, China

Author

Listed:
  • Zhe Li
  • Jiannan Wu
  • Kevin C. Desouza
  • Zitao Chen

Abstract

Reducing citizen dissatisfaction with public services is a challenge for good urban governance. Using the case of Public Opinion 110 by Nanjing police, this article finds a new method to proactively, accurately, and timely measure citizen satisfaction and improve inadequate services. The findings confirm the importance of efficient two-way communication, the citizen-centered approach, and the combined use of technologies in improving citizen satisfaction. This article provides a feasible solution for urban governments facing the dilemma of citizen dissatisfaction with public services.

Suggested Citation

  • Zhe Li & Jiannan Wu & Kevin C. Desouza & Zitao Chen, 2022. "How to satisfy dissatisfied citizens with urban public services? The case from Nanjing, China," Urban Research & Practice, Taylor & Francis Journals, vol. 15(3), pages 464-471, May.
    • Handle: RePEc:taf:rurpxx:v:15:y:2022:i:3:p:464-471
    DOI: 10.1080/17535069.2022.2094565
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