Effectively handling public appeals is a key component of online government services, and improving the one-to-one interaction process between the government and citizens is particularly crucial for enhancing the citizen appeal experience. As a carrier of communication information, the disposal media adopted by the government is an essential factor that may affect the effectiveness of the government-citizen interaction. Therefore, this paper aims to investigate the effect of disposal media richness on public satisfaction. Drawing on media richness theory, this paper examines the influence of disposal media richness on public satisfaction and its boundary conditions by analyzing the 12345 municipal hotline order data of a city in China. We use the propensity score matching method and ordered logit regression model to identify the effect. The results indicate that the richness of disposal media positively influences public satisfaction. Moreover, this effect is moderated by characteristics of the disposing personnel and the citizen. When the management level of the disposing personnel is higher, and when the channel of appeal is social media platforms (compared to official platforms), this effect is weakened. In contrast, when the emotional valence of the citizen is more positive, this effect is stronger. This study identifies the influencing factors of public satisfaction during interactions between the government and citizens and expands the application scenarios of media richness theory. The paper also provides valuable guidance for government-citizen interaction related policies and their selection of disposal media to enhance public service efficiency.

有效处置公众诉求是在线政务服务的核心环节,改善政府与公众之间的互动过程对提升公众诉求体验尤为重要。作为沟通信息的载体,政府处置媒介是影响政民互动有效性的关键因素,本文旨在探究处置媒介丰富度特征对公众处置满意度的作用。基于媒介丰富度理论和中国某市12345政务服务平台工单数据,采用倾向得分匹配方法和有序逻辑回归模型,本文分析了政府处置公众诉求过程中,处置媒介丰富度对公众满意度的影响及其边界条件。研究发现,处置媒介丰富度正向影响公众对处置的满意度,且受处置人员和诉求公众特征的影响。其中,处置人员的管理层级越高、公众的诉求渠道为社交媒体平台 (相比于官方平台)时,媒介丰富度的积极效应被削弱;公众诉求的情感效价越积极,媒介丰富度的积极效应越强烈。本研究识别了政民互动情境下公众满意度的过程影响因素,拓展了媒介丰富度理论的应用场景,并为政民互动相关政策的制定以及基层政府工作人员的处置媒介选择提供有价值的具体指导。