地方政府公共服务满意度评价研究
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摘要
20世纪80年代,西方国家的新公共管理运动在推动行政改革的过程中,把企业管理学中的顾客满意度概念引入到政府管理中来,积极倡导政府服务应该以“顾客”为导向,以顾客即公众的满意为政府服务质量的评判标准。
在我国,随着服务型政府、和谐社会建设的进一步推进,人们对政府提供公共服务的质量和水平也有了更高的要求。政府提供服务的过程不是单向的、被动的,而应该是一个与公众互动的双向过程。对政府公共服务满意度进行评价,可以准确地了解民众的需求结构和层次,确认政府所提供的服务中哪些是优质的和被公众认可的,哪些是不满意的和需要改进的,以便更有针对性地提供服务。因此,对政府公共服务满意度进行评价是持续提升公共服务水平的保证,其具有十分重要的意义。
本文对公共服务、满意度和模糊综合评价等核心概念进行了阐释,在分析梳理国内外相关理论与实践的基础上,综合运用文献分析法、访谈研究法、规范研究与实证研究相结合、定性分析与定量分析相结合等方法,对我国地方政府的公共服务满意度进行评价研究。同时,本文将模糊综合评价的方法引入到政府公共服务满意度的评价中来,根据客观条件和现实国情,建立了评价指标体系,进而构建了政府公共服务满意度的模糊综合评价模型。以金州区为例,对模型进行应用和检验,在调研、征求专家意见的基础上,确定了相关权重,设计了金州区政府公共服务满意度的调查问卷,问卷经发放和回收,在效度、信度检验合格的前提下,进行了数据的整理和统计分析。评价结果表明:民众对金州区政府的公共服务处于比较满意的状态,其中服务环境、行政人员的仪表着装、主动交流等几项指标得分较高,办事效率、反馈沟通、服务监督等几项指标得分较低。最后,根据评价结果和现实情况,探索性的提出了提升金州区政府公共服务满意度的对策建议。
In the 1980s,the new public management movement of western countries introduced the concept of customer satisfaction from business management area to government management in the process of promoting administrative reform.Actively advocating that govemment services should be based on "customer-oriented",and should take the public's satisfaction as judgment standard of government's service quality.
In our country,with the further advancement of service-oriented government and harmonious society,people have a higher request of public service quality and level provided by the government.The process of providing public service by government is not a unidirectional or passive process,but an interactive bidirectional one.Through making evaluation on public service satisfaction degree,we can exactly know the structure and gradations of people's requirement,and also we can verify which services are outstanding and approved by the public,which services are unsatisfied and need to improve,so that the government can provide the target-oriented service.Consequently,evaluating on public service satisfaction degree is a guarantee of promoting the level of public services and it has great significance.
The related concepts of public service,satisfaction degree and fuzzy comprehensive evaluation are interpreted in this paper.Based on analyzing the theory and experience from domestic and abroad,by comprehensive use of the literature research method,the interview method,the normative and positive research method,the qualitative and quantitative research method,this paper makes evaluation research on our country's public service satisfaction degree of local government.At the same time,fuzzy comprehensive evaluation is introduced to the evaluation of government's public service satisfaction degree,according to the objective situations and present national conditions,this paper builds index system,and then builds the fuzzy comprehensive evaluation model of government's public service satisfaction degree. Take Jinzhou district as an example,put application on the model and test it,based on the investigation and asking for expert's advice,this paper confirms the relevant weight,then designs the questionnaire of Jinzhou government's public service satisfaction degree.After releasing and recovering the questionnaires,taking a qualified examination of the reliability and the validity as the premise,the data is arranged and statistical analyzed.The evaluation result indicates:the public are comparatively satisfied with the public service provided by Jinzhou government,among them,the index of service environment,administrative staff's dressing,initiative communication gets a high point,the index of working efficiency,feedback communication,service supervision gets a low point.At last,according to the evaluation result and realistic situation,this paper exploringly gives advices on promoting public service satisfaction degree of Jinzhou government.
在我国,随着服务型政府、和谐社会建设的进一步推进,人们对政府提供公共服务的质量和水平也有了更高的要求。政府提供服务的过程不是单向的、被动的,而应该是一个与公众互动的双向过程。对政府公共服务满意度进行评价,可以准确地了解民众的需求结构和层次,确认政府所提供的服务中哪些是优质的和被公众认可的,哪些是不满意的和需要改进的,以便更有针对性地提供服务。因此,对政府公共服务满意度进行评价是持续提升公共服务水平的保证,其具有十分重要的意义。
本文对公共服务、满意度和模糊综合评价等核心概念进行了阐释,在分析梳理国内外相关理论与实践的基础上,综合运用文献分析法、访谈研究法、规范研究与实证研究相结合、定性分析与定量分析相结合等方法,对我国地方政府的公共服务满意度进行评价研究。同时,本文将模糊综合评价的方法引入到政府公共服务满意度的评价中来,根据客观条件和现实国情,建立了评价指标体系,进而构建了政府公共服务满意度的模糊综合评价模型。以金州区为例,对模型进行应用和检验,在调研、征求专家意见的基础上,确定了相关权重,设计了金州区政府公共服务满意度的调查问卷,问卷经发放和回收,在效度、信度检验合格的前提下,进行了数据的整理和统计分析。评价结果表明:民众对金州区政府的公共服务处于比较满意的状态,其中服务环境、行政人员的仪表着装、主动交流等几项指标得分较高,办事效率、反馈沟通、服务监督等几项指标得分较低。最后,根据评价结果和现实情况,探索性的提出了提升金州区政府公共服务满意度的对策建议。
In the 1980s,the new public management movement of western countries introduced the concept of customer satisfaction from business management area to government management in the process of promoting administrative reform.Actively advocating that govemment services should be based on "customer-oriented",and should take the public's satisfaction as judgment standard of government's service quality.
In our country,with the further advancement of service-oriented government and harmonious society,people have a higher request of public service quality and level provided by the government.The process of providing public service by government is not a unidirectional or passive process,but an interactive bidirectional one.Through making evaluation on public service satisfaction degree,we can exactly know the structure and gradations of people's requirement,and also we can verify which services are outstanding and approved by the public,which services are unsatisfied and need to improve,so that the government can provide the target-oriented service.Consequently,evaluating on public service satisfaction degree is a guarantee of promoting the level of public services and it has great significance.
The related concepts of public service,satisfaction degree and fuzzy comprehensive evaluation are interpreted in this paper.Based on analyzing the theory and experience from domestic and abroad,by comprehensive use of the literature research method,the interview method,the normative and positive research method,the qualitative and quantitative research method,this paper makes evaluation research on our country's public service satisfaction degree of local government.At the same time,fuzzy comprehensive evaluation is introduced to the evaluation of government's public service satisfaction degree,according to the objective situations and present national conditions,this paper builds index system,and then builds the fuzzy comprehensive evaluation model of government's public service satisfaction degree. Take Jinzhou district as an example,put application on the model and test it,based on the investigation and asking for expert's advice,this paper confirms the relevant weight,then designs the questionnaire of Jinzhou government's public service satisfaction degree.After releasing and recovering the questionnaires,taking a qualified examination of the reliability and the validity as the premise,the data is arranged and statistical analyzed.The evaluation result indicates:the public are comparatively satisfied with the public service provided by Jinzhou government,among them,the index of service environment,administrative staff's dressing,initiative communication gets a high point,the index of working efficiency,feedback communication,service supervision gets a low point.At last,according to the evaluation result and realistic situation,this paper exploringly gives advices on promoting public service satisfaction degree of Jinzhou government.
引文
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[27]王谦,李锦红.政府部门公众满意度评价的一种有效实现途径[J].中国行政管理,2006(1):33-34.
[28]王颖,乔梅等.企业顾客满意度评价及实证研究[J].情报科学,2008(12):1882-1885.
[29]刘娟,黄惠.北京市公共服务满意度指数调查研究[J].首都经济贸易大学学报,2007(5):77-81.
[30]米子川,高岳.公众满意度测量指标体系研究[J].山西财经大学学报,2004(4):70-73.
[31]刘静,盛明科.基于模糊多属性决策的政府公共服务公众满意度测评研究[J].当代经济管理,2008(2):44-47.
[32]陈增明.社会公众满意度测评初探[J].福建商业高等专科学校学报,2007(2):28-30.
[33]安应民.管理心理学新编[M].北京:中共中央党校出版社,2002.
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[36]杜小保.读者满意度研究概述[J].情报资料工作,2004(1):12-14.
[37]Fornell D,Larcker F.Evaluating structural equation models with unobservable variables and measurement error[J].Journal of Marketing Research,1983(18):39-50.
[38]Oliver RL.Dissatisfaction and complaining behavior[J].Journal of Consumer Satisfaction,1980(2):1-6.
[39]Fornell,Claes.A National Customer Satisfaction Barometer:The Swedish Experience [J].Journal of Marketing,1992(1):6-21.
[40]Oliver RL.Dissatisfaction and complaining behavior[J].Journal of Consumer Satisfaction,1980(2):1-6.
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[2]刘贵忠.政府服务的公众满意度测评研究[D].湘潭:湘潭大学,2007.
[3]刘熙瑞.“十一五”期间我国行政管理体制改革的基本问题[J].宁夏党校学报,2006(3):36-37.
[4]尤建新,邵鲁宁,杨淼.公众满意理念及公众满意度评价[J].上海管理科学,2004(2):59-61.
[5]翟娅娅.服务型公共行政文化的内涵特征及构建路径[J].农村经济与科技,2008(1):3-4
[6]保罗·萨谬尔森.经济学[M].北京:中国发展出版社,1992.
[7]凌宁.公务员公共服务能力[M].北京:中国人事出版社,2005.
[8]俞明南,王艳耘,张彦聪.顾客满意度在政府服务中的应用[J].郑州航空工业管理学院学报,2005(12):109-110.
[9]刘岚芳.基于民众满意度的社会发展评价研究[D].北京:首都经济贸易大学,2006.
[10]郑立志.国有加油站顾客满意度测评研究[D].吉林:吉林大学,2007.
[11]滕江梅.服务型政府顾客满意度测评研究[D].哈尔滨:哈尔滨理工大学,2008.
[12]罗晓光.基于顾客购后行为的顾客满意度评价研究[D].哈尔滨:哈尔滨工程大学,2006.
[13]喻湘存,熊曙初.系统工程教程[M].北京:清华大学出版社,2006.
[14]张文修.模糊数学基础[M].西安:西安交通大学出版社,1984.
[15]王彦忠.模糊综合评价原理在企业资信评估中的应用[J].统计与决策,2006(8):135-137.
[16]王其荣,黄建.综合评价方法之评价[J].统计与决策,2006(6):137-138.
[17]Westbrook R.A,RL Oliver.The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction[J].Journal of Consumer Research,1991(18):84-91.
[18]Engel James F.Consumer Behavior[M].Harcourt Broce Joranovich College Publishers:The Dryden Press.1993.
[19]Parasuraman.A,L.L.Berry.Reassessment of Expectations as A Comparison Standard in Measuring Service Quality:Implications for Further Research[J].Journal of Marketing,1994(5):111-123.
[20]Ostrom,Iacobucci.Consumer Trade-Offs and the Evaluation of Services[J].Journal of Marketing,1995(1):17-28.
[21]Kotler P.Marketing Management,Analysis,Planning,Implementation,and Control[M].Prentice-Hall,1997.
[22]Oliver,Richard L.Satisfaction:A Behavioral Perspective on the Consumer[M].New York:The McGraw-Hill Companies,1997.
[23]郑龙.顾客满意度测评研究及实证分析[D].武汉:武汉理工大学,2008.
[24]李倩.服务型政府时代构建政府顾客满意度指数模型可行性研究[J].经济与社会发展,2007(5):117-118.
[25]原素芬.满意度分析方法在公共服务领域中的应用[D].大连:东北财经大学,2006.
[26]徐友浩,吴延兵.顾客满意度在政府绩效评估中的应用[J].天津大学学报(社会科学版),2004(10):325-328.
[27]王谦,李锦红.政府部门公众满意度评价的一种有效实现途径[J].中国行政管理,2006(1):33-34.
[28]王颖,乔梅等.企业顾客满意度评价及实证研究[J].情报科学,2008(12):1882-1885.
[29]刘娟,黄惠.北京市公共服务满意度指数调查研究[J].首都经济贸易大学学报,2007(5):77-81.
[30]米子川,高岳.公众满意度测量指标体系研究[J].山西财经大学学报,2004(4):70-73.
[31]刘静,盛明科.基于模糊多属性决策的政府公共服务公众满意度测评研究[J].当代经济管理,2008(2):44-47.
[32]陈增明.社会公众满意度测评初探[J].福建商业高等专科学校学报,2007(2):28-30.
[33]安应民.管理心理学新编[M].北京:中共中央党校出版社,2002.
[34]汪雪兴.管理心理学[M].上海:上海交通大学出版社,2004.
[35]Richard,Oliver.A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions[J].Journal of Marketing Research,1980(1):460-469.
[36]杜小保.读者满意度研究概述[J].情报资料工作,2004(1):12-14.
[37]Fornell D,Larcker F.Evaluating structural equation models with unobservable variables and measurement error[J].Journal of Marketing Research,1983(18):39-50.
[38]Oliver RL.Dissatisfaction and complaining behavior[J].Journal of Consumer Satisfaction,1980(2):1-6.
[39]Fornell,Claes.A National Customer Satisfaction Barometer:The Swedish Experience [J].Journal of Marketing,1992(1):6-21.
[40]Oliver RL.Dissatisfaction and complaining behavior[J].Journal of Consumer Satisfaction,1980(2):1-6.
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