Research on the Influence of Community Service Level and

Management System on Residents' Awareness of Community

Governance

Hongmei Li

College of Science, North China University of Technology, Beijing, 100144, China

Keywords: Questionnaire Survey, Structural Equation Model, Path Analysis, Community Governance, Autonomous

Management.

Abstract: The government plays a leading role in community governance, and the dynamic role of individual residents

can not be underestimated. Residents' participating in community governance is the most micro form of cit-

izens' participating in social affairs. How to guide and organize residents to actively participate in community

governance and effectively improve residents' community governance ability is an important topic in the

grass-roots departments of the government. Firstly, this paper takes 18-65 years old community residents in

Mentougou District of Beijing as the research object, and carries out a questionnaire survey. The question-

naire has three groups of scales, including 13 observable variables. Then, based on the questionnaire survey

data, using the structural equation model, this paper carefully probes into the influence path between the three

latent variables of management system cognition (MC), service level satisfaction (SS) and community gov-

ernance awareness (GA), analyzes the direct effect, indirect effect and total effect between the variables, and

draws a relatively reasonable conclusion. Finally, based on the analysis conclusion, this paper puts forward

relevant policy suggestions for government management departments from the aspects of improving service

level, strengthening autonomous management, introducing incentive mechanism, paying attention to com-

munity education and so on.

1 INTRODUCTION

Community governance is the cornerstone of the

national governance system. Residents' participating

in community governance is the most microscopic

form of citizens' participating in social affairs. In July

2021, the CPC Central Committee and the State

Council issued "Opinions on strengthening the mod-

ernization of grass-roots governance system and

governance capacity", which put forward general

requirements on how to "Jointly build, govern and

share, and build a grass-roots governance community

in which everyone is responsible, conscientious and

enjoyed ", and provided policy and institutional

guarantees for grass-roots community governance.

The level of community service will directly affect

residents' willingness to participate in community

governance, and the degree of improvement of the

management system will also have a different impact

on residents' awareness and degree of participation in

community governance. How to guide and organize

residents to actively participate in community gov-

ernance, and effectively improve residents' commu-

nity governance ability, is an important topic in the

grass-roots government departments. Therefore, in

this paper we first organize a questionnaire survey

with 18-65 years old community residents in Men-

tougou District of Beijing as the research object, and

obtain the research data. Then, based on the survey

data, using structural equation model, we make a

detailed exploration on the influence path of com-

munity management system, service level and resi-

dents' community governance awareness, and draw a

reasonable conclusion. Finally, based on the analysis

conclusion, we put forward relevant policy sugges-

tions for the government management departments,

focusing on improving service level, strengthening

autonomous management, introducing incentive

mechanism, and paying attention to community

education.

172

Li, H.

Research on the Inﬂuence of Community Service Level and Management System on Residents’ Awareness of Community Governance.

DOI: 10.5220/0012071600003624

In Proceedings of the 2nd International Conference on Public Management and Big Data Analysis (PMBDA 2022), pages 172-178

ISBN: 978-989-758-658-3

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

2 RESEARCH SCHEME

DESIGNING

In order to obtain relevant micro data, we specially

organize a questionnaire survey. In the scheme, we

define "service level satisfaction"(SS), "management

system cognition"(MC) and "community governance

awareness"(GA) as 3 latent variables. SS is reflected

by 5 observable variables, "entrance service, con-

venience service, publicity service, sanitation and

greening, and public benefit activities". MC is re-

flected by 4 variables, "epidemic prevention man-

agement, safety management, environment man-

agement and autonomous management". And GA is

reflected by 4 variables, that is "governance will-

ingness, social value, self-enhancement and govern-

ance behavior".

Corresponding each latent variable, we design a

set of scales respectively. The scales are unified in the

form of 5-level Likert scale. The options of SS scale

are "very satisfied", "satisfied", "general", "dissatis-

fied" and "very dissatisfied". MC scale options are

"very familiar", "familiar", "general", "unfamiliar",

"very unfamiliar". And GA scale options are "very

agree", "agree", "general", "disagree", "very disa-

gree". The options are assigned uniformly as 5, 4, 3, 2

and 1. The specific items and corresponding variables

are shown in Table 1:

Table 1: Correspondence between questionnaire items and observable variables.

Ite

Observable Variable Variable No.

1.Community entrance and household unit access

control management.

Entrance service V01

2.Convenient services such as vegetables distribu-

tion, ex

ress deliver

, housekee

, etc.

Convenience service V02

3.Health, safety, epidemic prevention and other

opular science publicity.

Publicity service V03

4.Community greening and environment sanita-

tion.

Sanitation and greening V04

5.Community public benefit activities such as

orts, summer holida

s, festivals and customs.

Public benefit activities V05

6.Community epidemic prevention and control

mana

ement s

stem.

Epidemic prevention

mana

ement

V06

7.Community fire control, anti-theft and other

safety management systems.

Safety management V07

8.Community garbage classification and public

ace mana

ement s

stem.

Environment manage-

ment

V08

9.Administrative measures for voluntary services

of communit

residents.

Autonomous manage-

ment

V09

10.I am willing to participate in community gov-

ernance

Governance willing-

ness

V10

11.I think participating in community governance

is the embodiment of serving the society.

Social value V11

12.I think participating in community governance

can promote self-enhancement.

Self-enhancement V12

13.I often volunteer to participate in community

overnance activities.

Governance behavior V13

We select five different communities in a mul-

ti-stage random way, and then randomly distribute

questionnaires in each community. Finally, 318 valid

questionnaires are collected.

3 DATA QUALITY TESTING

AND DESCRIBING

First, we use SPSS 25 to test the reliability of the data,

and the results are shown in Table2.

Table 2. Reliability Statistics

Dimension

Cronbach’s

Alpha

N of

Items

Service level satisfac-

tion (SS)

.520 5

Management system

cognition (MC)

.602 4

Community govern-

ance awareness (GA)

.753 4

Overall scale .806 13

Research on the Inﬂuence of Community Service Level and Management System on Residents’ Awareness of Community Governance

173

Table 2 shows that the Cronbach's Alpha coeffi-

cients of each group and the overall scale have

reached more than 0.5, indicating that the data have a

high level of reliability. Meanwhile, we conduct

KMO and Bartlett's test on the data. The KMO coef-

ficient is 0.864>0.5, sig.=0.000, which meets the

conditions of factor analysis. And the common fac-

tors are highly consistent with the latent variables of

the preset 3 dimensions, reflecting that the data has

high factor structure validity. Therefore, the scale

design and data quality meet the basic requirements.

In order to explore the relationship between the

latent variables of the 3 dimensions, we first calculate

the correlation matrix according to the average scores

of the 3 groups of variables, as shown in Table 3.

Table 3. Variable correlation matrix

GA MC SS

GA 1

MC 0.514986 1

SS 0.516051 0.547472 1

Table 3 shows that the correlation coefficients

between the 3 groups of variables are above 0.5,

reaching a significant correlation level, and the cor-

relation is positive, indicating that there is an obvious

positive impact between the three. But what is the

specific impact path? Further, we construct the

structural equation model with the help of Amos 22

software.

4 STRUCTURAL EQUATION

MODEL SETTING AND

EVALUATING

According to our initial prediction of the relation-

ships between variables in the questionnaire design,

the hypothetical model is set as shown in Figure 1.

Figure 1: Hypothetical model of structural equation.

By fitting the hypothetical model with the sample

data, the results show that the hypothetical model can

converge and be identified. However, the fitting

between the model and the data is so poor that the

model needs to be further modified. According to the

modified indexes, we find that there is a large co-

variant correlation between the residuals of e1 and e6,

e9 and e13, e5 and e9. Therefore, a two-way con-

nection is established in sequence, and the model is

refitted. In the end, the model shows convergence,

and the overall model fitting test statistics

=64.958, p=0.277>0.05, indicating that the modified

model fits the data well. Besides, the variance of each

residual term in the non-standardized model is posi-

tive. In the standardized model, the absolute value of

each standardized path coefficient is not greater than

1, and the symbol is consistent with the theoretical

expectation, indicating that of the modified model is

good-fitting. The modified model and standardized

path coefficients are shown in Figure 2.

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Figure 2: Structural equation modified model and standardized path coefficients.

Table 4 shows the non-standardized path coeffi-

cients and significance test. The first column is the

non-standardized direct path coefficient, the second

is the standard error of parameter estimation, and the

third is the test statistic, critical ratio (C.R.). If

C.R.>1.96, it means that the path coefficient is sig-

nificant at the level of 0.05. It can be seen from Table

4 that only the path coefficient of the 3rd group is not

very significant, and each p-value of other coeffi-

cients is less than 0.05, indicating that the path in-

fluence coefficients of the model are generally sig-

nificant.

Table 4: Non standardized regression coefficients and significance tests.

Estimate S.E. C.R. P

SS <--- MC .599 .099 6.029 ***

GA <--- SS .849 .306 2.771 .006

GA <--- MC .126 .205 0.616 .358

V01

<--- SS 1.000 ----- ----- -----

V02

<--- SS 1.784 .242 7.376 ***

V03

<--- SS .401 .133 3.023 .003

V04

<--- SS .846 .163 5.180 ***

V08

<--- MC 1.000 ----- ----- -----

V09

<--- MC .447 .089 5.010 ***

V07

<--- MC .856 .104 8.188 ***

V06

<--- MC .795 .108 7.358 ***

V10

<--- GA 1.000 ----- ----- -----

V11

<--- GA .946 .104 9.069 ***

V12

<--- GA .988 .108 9.135 ***

V13

<--- GA 1.050 .106 9.946 ***

V05 <--- SS .558 .138 4.053 ***

Table 5 shows the covariance and significance

test of the 3 residual groups of e1 and e6, e9 and e13,

e5 and e9, and each of the correlation is significant at

the probability level of 0.05.

Table 5: Residual covariance and significance test.

Estimate S.E. C.R. P

e1 <--> e6 .140 .054 2.581 .010

e5 <--> e9 .156 .050 3.112 .002

e9 <--> e13 .115 .039 2.963 .003

Research on the Inﬂuence of Community Service Level and Management System on Residents’ Awareness of Community Governance

175

Further, each fitting index of the modified model

is evaluated, and the output results are shown in

Table 6 and Table 7.

Table 6: Summary of fitting indexes in the modified model (1).

Index Value Critical value Index Value Critical value

CMIN

64.958（p=0.277）

p>0.05 CMIN/DF 1.101 1-3

RMR 0.035 <0.05 RMSEA 0.018 <0.05

GFI 0.970 >0.90 NFI 0.927 >0.90

AGFI 0.954 >0.90 RFI 0.904 >0.90

PGFI 0.629 >0.50 IFI 0.993 >0.90

PNFI 0.702 >0.50

TLI（NNFI）

0.990 >0.90

PCFI 0.751 >0.50 CFI 0.993 >0.90

Table 7: Summary of fitting indexes in the modified model (2).

Model

NCP

ECVI AIC BIC CAIC

NCP LO90 HI90

Default 5.958 .000 29.786 .407 128.958 249.343 281.343

Saturate

.000 .000 .000 .574 182.000 524.347 615.347

Independence 817.925 725.303 917.982 2.908 921.925 970.832 983.832

First of all, it can be seen in Table 6 and 7, chi

square and degree of freedom ratio is between 1 and

3(CMIN/DF=1.101), and the fitting index

RMR<0.05, RMSEA<0.05, GFI>0.90, AGFI>0.90,

and PGFI>0.50 all meet the requirement of the critical

standard. Secondly, several fitting degree indexes

such as NFI, RFI, IFI, TLI and CFI are all more than

0.90, and the two reduced fitting degree indexes

PNFI>0.50 and PCFI>0.50. The non-centralized

parameter, NCP value is small enough and its 90%

confidence interval contains 0, which meets the re-

quirement of the critical standard. Thirdly, the values

of the 4 information standards ECVI (expected review

index), AIC (Akaike information criterion), CAIC

(adjusted ACI) and BIC (Bayesian information crite-

rion) are all smaller than those of the saturation and

independent model at the same time. To sum up, the

commonly used fitting indexes meet the requirement

of the critical standard, and it can be judged that the

modified model fits well. We will further conduct

path analysis.

5 PATH ANALYZING OF

STRUCTURAL EQUATION

MODEL

In order to compare path coefficients between dif-

ferent variables, we use standardized path coeffi-

cients. See Figure 2 for specific coefficients. Table 8

shows the comparison of standardized direct, indirect

and total effect coefficients.

Table 8: Standardized direct coefficients, indirect coefficients and total effect coefficients

Variable

Direct effect coefficient Indirect effect coefficient Total effect coefficient

MC SS GA MC SS GA MC SS GA

SS .848 .000 .000 .000 .000 .000 .848 .000 .000

GA .140 .664 .000 .563 .000 .000 .702 .664 .000

V13 .000 .000 .707 .497 .469 .000 .497 .469 .707

V11 .000 .000 .630 .443 .418 .000 .443 .418 .630

V12 .000 .000 .624 .439 .414 .000 .439 .414 .624

V10 .000 .000 .670 .471 .445 .000 .471 .445 .670

V06 .528 .000 .000 .000 .000 .000 .528 .000 .000

V07 .611 .000 .000 .000 .000 .000 .611 .000 .000

V09 .337 .000 .000 .000 .000 .000 .337 .000 .000

V08 .652 .000 .000 .000 .000 .000 .652 .000 .000

V05 .000 .279 .000 .237 .000 .000 .237 .279 .000

V04 .000 .384 .000 .326 .000 .000 .326 .384 .000

V03 .000 .119 .000 .169 .000 .000 .169 .119 .000

V02 .000 .810 .000 .687 .000 .000 .687 .810 .000

V01 .000 .472 .000 .401 .000 .000 .401 .472 .000

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It can be seen from Figure 2 and Table 8 that

among the 5 observable variables of the latent varia-

ble "service level satisfaction"(SS), the most influ-

ential is "convenience service"(V02), and its direct

path coefficient has reached 0.810, which shows that

whether residents are satisfied with the community

service largely depends on whether the community

provides convenient services such as "vegetable

distribution", "express delivery" and "housekeeping".

The second is "entrance service"(V01), with a coef-

ficient of 0.472, indicating that residents still attach

great importance to entrance management, especially

under the normalization of the epidemic. The third is

"sanitation and greening"(V04), which is an obvious

aspect of community service, with a coefficient of

0.384.

Among the 4 observable variables of "manage-

ment system cognition"(MC), the most influential is

the cognition of "environment management"(V08),

and the direct path coefficient has reached 0.652,

indicating that residents' cognition of community

management is first reflected in whether the man-

agement system of garbage classification and public

space is perfect, which residents can feel every day.

The second is "safety management"(V07), with a

coefficient of 0.611, which also has a high level,

indicating that residents' safety awareness is rela-

tively strong. In addition, under the epidemic, resi-

dents also have a high cognition of the "epidemic

prevention management"(V06), and the coefficient

reaches 0.528.

Among the 4 observable variables of "community

governance awareness"(GA), the direct path coeffi-

cients are all above 0.6. The order is "governance

behavior"(V13), "governance willingness"(V10),

"social value"(V11) and "self-enhancement"(V12),

which shows that residents' good awareness of

community governance is reflected in their subjective

will and objective behavior, and meanwhile there is a

positive value judgment on participating in commu-

nity governance.

In the path relationship between the 3 latent var-

iables, the direct effect coefficient of "management

system cognition"(MC) on "service level satisfac-

tion"(SS) is as high as 0.848, which shows that in the

view of residents, the improvement of community

management system is of decisive significance to

improve service level. The coefficient of "service

level satisfaction"(SS) on "community governance

awareness"(GA) also has a high level, which is 0.664,

and the impact is significant, indicating that the

community service level has a great impact on resi-

dents' willingness to participate in community gov-

ernance.

The direct effect of "management system cogni-

tion"(MC) on "community governance aware-

ness"(GA) is not so high, with a coefficient of 0.140,

and the statistical test is not significant. But through

the intermediary role of "service level satisfac-

tion"(SS), the indirect path coefficient of MC on GA

reaches 0.563, and the sum of the two makes the total

effect coefficient reach 0.702, which has a very ob-

vious impact. This shows that whether the commu-

nity management system is perfect or not have little

impact on Residents' awareness of community gov-

ernance. Only through the intermediary role of

community service level, let people experience the

improvement of service level, can it be deeply rooted

in the hearts of the people and stimulate residents'

awareness of participating in community governance.

6 MAIN CONCLUSIONS AND

POLICY SUGGESTIONS

Based on the above analysis, the main conclusions

are as follows.

(1) Higher community service level has a direct

positive effect on improving residents' participating

in community governance. Convenience service is

the most important aspect that affects the satisfaction

of community service. Whether the convenient ser-

vices in the aspects of "vegetable distribution", "ex-

press delivery" and "housekeeping service" are in

place will directly affect the residents' satisfaction

with the overall service of the community.

(2) The management system has a great direct

effect on the service level, and the perfect manage-

ment system determines the higher service level.

However, the management system has no obvious

direct effect on residents' awareness of participating

in community governance, but has a strong indirect

impact through the intermediary role of service level,

so the total effect is also at a high level. Research

shows that residents' cognition of the environment

management system is the most important aspect to

reflect the community management system. When

the community improves various governance

measures, it is particularly necessary to strengthen the

management of public space environment such as

garbage classification and vehicle parking. At the

same time, residents also have a high cognition of the

institutional requirements of "safety management"

and "epidemic prevention management", which re-

flects that in community governance, safety and

health management are closely related to people's

lives.

Research on the Inﬂuence of Community Service Level and Management System on Residents’ Awareness of Community Governance

177

(3) Residents' awareness of community govern-

ance has high path coefficients in the 4 aspects of

"governance behavior", "governance willingness",

"social value" and "self-enhancement". It shows that

to enhance residents' awareness of community gov-

ernance, we need to do a good job in the management

of "people", to be "people-oriented" and from the

perspective of residents.

In view of the above conclusions, we put forward

the following suggestions.

(1) Improve the service level of the community

itself, and expand the items of community autonomy

services. Strengthen publicity, enhance residents'

awareness of participating in community governance,

gather consensus, and strengthen the value concept of

shared governance. For example, by holding a variety

of cultural, sports, entertainment and other group

activities or public welfare activities such as

fund-raising and publicity, residents can be guided to

actively participate, create a good atmosphere of

public order and good customs, enhance community

cohesion, and enhance residents' sense of belonging.

(2) Improve the management mechanism, espe-

cially the community self-government management

system, and promote the institutionalization, stand-

ardization and procedure of residents' participating in

community governance. Provide better policy and

institutional guarantees for residents' participating in

community governance, unblock residents' autono-

mous service channels, stimulate residents' sense of

community ownership and responsibility, encourage

residents to give full play to their own advantages,

establish various forms of group organizations, and

introduce social organizations when necessary, so as

to organize residents to effectively participate in

community governance.

(3) Introduce incentive mechanism and attach

importance to interest drive. Only by linking resi-

dents' participating in community governance with

their own interests can their autonomous behaviors be

sustainable. Residents' participating in community

security, neighborhood rescue, community environ-

ment governance and other autonomous behaviors

can be recognized by publicity or certain material

rewards.

(4) Do a good job in community training and

talent mining. At present, residents' participating in

community governance is mostly limited to low-level

community affairs such as public cultural activities

and voluntary services, while their willingness to

participate in relatively high-level management af-

fairs involving public security, environmental gov-

ernance, greening, political activities and so on is

low. We should strengthen community education and

publicity, organize targeted community training, and

improve residents' autonomous management ability.

At the same time, we should tap all kinds of profes-

sionals in education, law, medical treatment, safety

management and other aspects among residents, and

encourage these residents to effectively participate in

higher-level community governance.

FUND PROJECT

2020 research on the construction of first-class un-

dergraduate major in Statistics (Project No.:

108051360022XN522)

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