A Study On Model Of Urban Community Satisfaction Scale And Evaluation Index System

Advancing urban community construction and development is a system engineering of comprehensive reform. The concept of development determines development path, development model and development strategy, also guides and promotes the practice of community development toward the set direction. Thus, the "people-oriented" scientific concept of development, which was provided on the sixteenth period and the third plenum of the Communist Party of China in October 2003, pointed out the new ideas and goals for construction of community in the future. The essence of "People-oriented" is the most fundamental interests of broad masses of people-oriented. It demonstrates the primary and the most important purpose on the community-building and development is to meet the needs of residents and improve the satisfaction of residents. All the work of community building should be focus on whether residents are needs and satisfaction or not, be terminus on achieving the comprehensive development of the population at large, which is significance to the construction and development of more social, more management efficiency, more human caring harmonious community. Therefore, one of the important objectives in building urban community residents satisfaction model and evaluation system is to base on the "people-oriented" scientific concept of development evaluate our quality and level of community building objectively and fairly. However, the most research of community satisfaction focused on a theoretical and empirical harmonious community, systematic and in-depth study for concepts, models and evaluation system are scarcity, consequently, research on the urban communities resident satisfaction not only broaden the vision of sociological theory, but also provide effective tools for the overall evaluation of community building quality. This study has an important theoretical value for creation of the indicator system which according to both the scientific concept of development requirements and the actual situation of the community.First of all, this study defines the concept of community residents satisfaction based on the Clark "customer satisfaction" theory and research results of China's scholars Zhixia, identify its constituent elements, and proposes the city community residents satisfaction hypothetical model. The hypothetical model includes three main aspects, namely, influencing factors, overall satisfaction and emotional factors. Each level also includes a number of dimensions. The model is mainly used to explore the relationships between influencing factors and overall satisfaction, and the relationships between overall satisfaction and emotional factors. Modern society has appeared different types of communities because of Social differentiation and community differentiation. Different types of communities may have different satisfaction structures, therefore, this study considers the type of communities as a situational factors.Secondly, this study designs survey questionnaire of our urban community residents satisfaction based on the literature review, validates the corresponding assumptions through empirical studies, and establishes the community residents satisfaction model. Statistical analysis results show that the model includes eight influencing factors as community awareness, household demand, residents perception, public participation, residents expectation, system construction, service quality and resources support and two emotional factors as loyalty and complaining, which have significant relationships with overall satisfaction. But different types of community satisfaction model also have some differences.Thirdly, urban community residents satisfaction evaluation system in our country was constructed based on community resident satisfaction model. The system consists of eight first level indicators,28 second level indicators, and 69 specific indicators.Finally, the value of study results was tested though case study. The data were collected from five community of Jianshe street in Shuangtaizi District, Panjin City. The reliability and validity of the community resident satisfaction evaluating system were validated.