【作者】 张超；

【导师】 张敏； 陈宝军；

【作者基本信息】 天津大学 ， 公共管理， 2021， 硕士

【摘要】 在新时代社会高速发展的背景下,社会的经济发展和人民生活水平在不断改善,人民对公共服务的要求也越来越高。党的十九大报告也明确提出要构建人民满意的服务型政府的目标和任务,供电服务作为一项基本的公共服务,其服务满意度不仅关系到广大民众对供电服务的总体评价和信任,也直接影响服务型政府的建设目标和任务。所以如何提高公众对供电服务满意度,满足大众多元化的需求是供电服务的核心目标,也是本文研究的关键。供电服务为枣庄市加快新旧动能转换和高质量发展,提供强有力的能源保障。从枣庄市城市属性及城市区域定位上来看,枣庄市作为中国76个四线城市之一和老工业城市重点改造城市,其供电服务具有很强的代表性和典型性,研究其供电服务满意度具有重要的现实意义。本文以枣庄市供电服务为研究对象,基于公共管理相关概念和理论,立足枣庄市供电服务的现状,从提升枣庄市供电服务满意度出发,分别构建出城乡居民和企业用户供电服务满意度评价指标体系,并利用层次分析法确定供电服务满意度评价指标的权重。通过问卷调查的方式获取枣庄市城乡居民用户和企业用户对当前供电服务的满意度评价数据,并采用统计分析软件科学、客观、有效的分析数据。最终借鉴美国顾客满意度指数,得出当前枣庄市城乡居民生活类和企业类供电服务的满意度指数。基于问卷调查和专家访谈结果,分析出当前枣庄市供电服务存在的问题和不足,主要体现在政府电力资源规划与配置不合理、政府监督管理不到位、客户服务质量有待加强、供电危机管理体系不完善等四个主要方面。针对上述问题,综合运用服务政府理论、公共产品理论以及公共危机理论,从政府管理的视角提出通过优化公共电力资源配置、深化供电服务监督管理力度、强化客户服务质量以及完善供电服务危机管理体系的政策建议来提升供电服务满意度。本文的研究,旨在提升枣庄市供电服务满意度,推动枣庄市进一步完善公共服务职能,从而促进社会主义和谐社会的构建,也希望为其他地区供电服务的提升提供借鉴。更多还原

【Abstract】 In the context of the rapid development of society in the new era,the social economy and people’s quality of life are improving,and people’s demands on the quality of public services are getting higher and higher.General Secretary Xi Jinping also clearly sets out the goals and tasks of building a service-oriented government that the masses are satisfied with.As a basic public service,the service quality of power supply service will not only affect the overall evaluation and trust of the general public,but also directly affect the construction goal and task of the service-oriented government.Therefore,how to improve public satisfaction with power supply service and meet the diversified needs of the public is the core goal of power supply service,which is also the core of this research.The power supply service provides a strong energy guarantee for the transformation of old and new kinetic energy and the high-quality development of social economy.From the perspective of urban attributes and regional positioning,Zaozhuang is one of the 76fourth-tier cities in China,and it is also a key transformation city of the old industrial city.The power supply service of Zaozhuang has strong representativeness and typicality,which has good practical significance for studying the quality of power supply service.Based on the theory of public management and the present situation of power supply service in Zaozhuang,this dissertation constructs the satisfaction evaluation index system of resident and enterprise power supply service respectively from the perspective of improving the satisfaction of power supply service in Zaozhuang.Combined with the constructed index system,the weight of satisfaction evaluation index is determined by AHP.Via questionnaire survey,expert interviews to obtain urban and rural residents and enterprise users of the current Zaozhuang City power supply service satisfaction evaluation results.Then the statistical analysis software is used to analyze these data scientifically,objectively and effectively.Finally,the satisfaction index of residents and enterprises power supply service is calculated by drawing lessons from the American satisfaction index model.Based on the investigation results,the problems and shortcomings of power supply service in Zaozhuang are analyzed,which are mainly reflected in four main aspects:unreasonable allocation of public power resources,inadequate supervision and management of power supply service,customer service quality needs to be strengthened,and imperfect power supply crisis management system.In view of the above problems,this dissertation comprehensively applies the theory of service government,public goods and public crisis,and puts forward some policy suggestions to improve the satisfaction of power supply service quality by optimizing the allocation of public power resources,deepening the supervision and management of power supply service,strengthening customer service quality and perfecting the crisis management system of power supply service.The purpose of this dissertation is to improve the satisfaction of power supply service in Zaozhuang City,so that the local government can further improve the public service function and contribute to the construction of a harmonious socialist society.At the same time,it also provides reference for the promotion of power supply services in other areas.更多还原