The Influence of Service Design on Public-perceived Administrative Service Quality: The Moderating Effect of Social Monitoring

摘要

The paper, by taking a disaggregated approach, is intended to explore the influence of service design on public-perceived administrative service quality and examine the moderating effect of social monitoring on the relationship between service design and public-perceived administrative service quality, which consists of six dimensions. Results show that service design and social monitoring have positive and direct impacts on each dimension of public-perceived administrative service quality, while social monitoring plays significant moderating roles in the relationship between service design and responsiveness, and that of service design and transparency, and the moderating effects are both negative.