摘要
公众满意度是测评政府绩效的重要指标,也是判断政府服务水平的重要标准。基于顾客满意度理论的基本假设,我们可以构建政务服务中心服务质量公众满意度模型,并利用公众对H市政务服务中心“最多跑一次”改革满意度的调查统计数据,来分析公众满意度的影响因素及其内在作用。实证研究表明,研究假设得到验证,感知质量和政府形象正向影响公众满意度,公众期望负向影响公众满意度。基于此,提高服务质量是改善公众满意度的根本保证;保持良好政府形象、增强政府公信力是提高公众满意度的重要前提。
Public satisfaction is an important index to evaluate government performance and also an important standard to judge government service level.With the basic assumption of the customer satisfactory theory,a mode of public satisfaction level based on the service quality of the government service center is constructed.The statistical data of the public satisfaction survey on the Cut Certification to Create Convenience reform—which requires matters should be processed at a single window,within a specified time and without the need for a second visit when presence in person is required—of government service centers in city H is used to analyze the influencing factors of public satisfaction and their internal functions.Empirical research shows that the research hypothesis has basically been verified,that perceived quality and government image have a positive impact on public satisfaction,while public expectation has a negative impact on public satisfaction.Based on this,improving service quality is the fundamental guarantee to improve public satisfaction.Maintaining a good government image and enhancing government credibility are the important prerequisites to improve public satisfaction,and then put forward reasonable and effective countermeasures and suggestions.Based on this,suggestions are provided to improve government behavior,increase government response and public participation.
作者
程镝
Cheng Di(School of Public Administration and Law,Northeast Agricultural University,Harbin 150030,P.R.China)
出处
《山东大学学报（哲学社会科学版）》
CSSCI
北大核心
2021年第1期65-74,共10页
Journal of Shandong University(Philosophy and Social Sciences)
关键词
服务质量
“最多跑一次”改革
公众满意度
政务服务
Service quality
Cut Certification to Create Convenience Reform Initiative
Public satisfaction
Government service
