摘要
县级政府与公众沟通不良,不能准确了解公民的需求;未将感知到的公民期望转化为公共服务的质量标准并予以落实是导致政府行为结果与公民需求及感知产生差异、降低公民对县级政府公共服务满意度低的重要原因。通过"SERVQUAL服务质量缺口模型"分析可知,建立多维政民沟通体系,把握公民公共服务需求,并将公民公共服务需求纳入公共服务管理质量标准,创新质量控制机制,培育先进的县级行政文化以保证公共产品与服务的优质、适需提供是改进县域公共服务质量的重要举措。
The important reason for the gap of government action and citizens＇ needs and perceptions, which leads to reducing citizen satisfaction with the county government＇ s public service, includes the poor communication between county government and the public, not an accurate understanding of the needs of citizens, not transforming the expectations of citizens into public services and the implementation of quality standards. Through ＂SERYQUAL model of service quality gap＂ analysis, we can see that we must establish multi -dimensional communication system between the government and the public, to grasp the citizens＇ demands of public services and put them into the management quality standards, innovating quality control mechanisms and fostering the advanced level of administrative culture to ensure the high quality of public goods and services. Proper supply for needs is the important measure to improve the quality of county public services.
出处
《南昌大学学报（人文社会科学版）》
北大核心
2009年第4期63-68,共6页
Journal of Nanchang University(Humanities and Social Sciences)
基金
2008年度江西省社会科学研究项目"基于公民价值的县级政府公共服务能力研究"(08sh17)
