部门形象、服务质量、服务补救与公众满意度关系实证研究

【作者】 王笑；

【导师】 袁利金；

【作者基本信息】 浙江大学 ， 管理科学与工程， 2008， 硕士

【摘要】 随着生活水平与文化程度的不断提高,公众对公共服务的感知、期望、态度和价值取向不断发生变化,人们的主体意识不断增强,对公共服务的质量要求越来越高。面对当前国际国内的公共服务形势,基层政府部门要获得公众的信赖和支持,就要不断提升和改善公共服务的质量,否则将难以获得足够的政治收益支持基层政府部门的改革和发展。因此,对基层政府部门服务质量公众满意度的测评研究具有很强的实践意义。本文选择城市基层政府部门作为研究范围,并将研究对象确定为以市民为主的公众,对深圳市南山区工商局、税务局等部门的公众满意度的测评进行了实证研究。论文主要研究内容概括为三个部分:第一部分是理论综述。首先回顾了国内外关于公众满意度的相关理论,然后对服务质量、公众满意度、服务补救和政府部门形象等变量进行了评述,确定了本文的理论研究方向和基本逻辑结构。第二部分是实证研究。在确定了论文的理论研究框架以及数据统计分析方法的前提下,通过问卷调查收集原始数据并进行数理统计分析,对前文提出的公众满意度测评指标体系加以修正。利用SPSS统计软件检验了问卷的信度和效度,并验证了研究假设。第三部分是结论与展望。针对本文研究的结论进行总结,并提出了对未来研究的展望。更多还原

【Abstract】 As continuous improvement of people’s living standard and education, perception, expectations, attitudes and values of public people on the public service constantly change. People’s subject consciousness has continued to increase, and people’s demands on public service quality are increasingly high. Faced with the current international and domestic public service situation, to get the public people’s trust and support, grass-roots government must be continuously upgrade and improve the quality of public service for public people satisfaction, otherwise it is difficult to achieve enough political benefits to support development and reform of grass-roots government. Therefore, the evaluation and investigation of public people satisfaction on public service of grass-roots government have great practical significance.Choosing grass-roots government department as the scope of the study, and fixing public people with the principal part of citizens as the study object, the thesis does demonstration study on evaluation of public people satisfaction degree to Trade Industry Bureau and Revenue Bureau in Nanshan District, Shenzhen City.Main research of the thesis is summarized in three parts:The first part is the theory summary. First review the domestic and foreign relevant theories with regard to public people’s satisfaction, and then comment services quality, public people satisfaction, services remedial and government departments image, to determine the theoretic research direction and basic logic structure.The second part is the demonstration research. Under determining the theoretical research framework of the thesis and the method of statistical analysis, collect original data through the survey and do statistical analysis, amend aforementioned public people satisfaction degree evaluation index system.Using SPSS statistical software,we have a reliability test and validity test of questionnaire,and verify study assumptions.The third part is the conclusion and the prospect. Summarize against the study findings of the thesis, and bring forward the prospects for future research.更多还原