摘要
随着服务型政府建设的逐步深入,公众满意度已成为评价政府工作的重要指标。文章通过改进顾客满意度模型,构建了农民工公共服务满意度测评模型(MWSI),并使用武汉市806名农民工的问卷调查数据对这一模型进行了检验。在测量模型估计方面,各观测变量显示出了较低的测量误差;在结构模型方面,模型假定基本得到了验证。结合上述分析结果,文章进一步指出,提高公共服务质量是改善农民工公共服务满意度的根本保证,提供符合农民工预期的公共服务是提高公共服务满意度的重要前提,提高公共服务满意度是改善政府形象、增强政府信任的重要基础,并据此提出了健全适应农民工的公共服务体系、优化各项公共服务质量和供给顺序、提高政府公共服务回应性等政策建议。
As efforts to establish a service- oriented government gradually deepen, public satisfaction has been an important measure of government performance. This article builds a Migrant Worker Satisfaction Index model by modifying the American Customer Satisfaction Index model, and validates this model through a questionnaire survey of 806 migrant workers in Wuhan. The correlation between structural variables was obtained based on the outcome of the MWSI model. The authors conclude that improving the quality of public service is the fundamen- tal guarantee for improving migrant workers＇ satisfaction of public services ; providing public services that meet the expectations of migrant workers is an important prerequisite for improving public satisfaction of services ; im- proving public satisfaction of services is important for improving government image and enhancing the trust of the government. Accordingly, we put forward a collection of policy suggestions which involves a better supply sys- tem of public services for migrant workers, reasonable supply priority of public services and efficient government response to demands for public services.
作者
徐增阳
崔学昭
姬生翔
Xu Zengyang Cui Xuczhao Ji Shengxiang(College of Public Administration, Central China Normal University, Wuhan School of Government Sun Yat -sen University, Guangzhou Department of Political Science, Tsinghua University, Beijing)
出处
《经济社会体制比较》
CSSCI
北大核心
2017年第5期62-74,共13页
Comparative Economic & Social Systems
基金
华中师范大学中央高校基本科研业务费项目(项目编号:CCNU16Z02007)
清华大学研究生教育教学改革项目(项目编号:201703X002)
关键词
农民工
公共服务满意度
满意度测评
结构方程模型
Migrant Worker
Public Satisfaction of Services
Satisfaction Evaluation
Structural EquationModel
