An Analysis of the Factors Affecting Individual Perception about the Difficulty in Accessing Government Services in China

Recently, the reform of administrative examination and approval system has greatly enhanced the quality and efficiency of public service in China. However, with the rapid increase of public demands, the public service reform has to transform from the physical reaction stage to the chemical integration phase. In other words, we must change the traditional reforming measures, such as setting up the unified service hall, improving serving attitude, simplifying the approval process, monitoring the approval efficiency, to the holistic government construction stage that sets up an integrated platform for multiple public services by using the information system. In this study, we conduct a public opinion survey in Guangzhou, and aim to figure out the factors that influence individual perception about the difficulty in accessing public services. Based on the development process of service reforms conducted by the Guangzhou government, we propose three key factors affecting individual perception about the difficulty in accessing public services, including government service quality, government service items, and government service methods. The results provide some support to our argument that the government service items and methods exert significant influence on individual perception about the difficulty in accessing public services. Based on our empirical result, we offer some policy suggestions for the local government.