Research On The Public Services Cumtomer Satisfaction Index Models

The thesis supplemented the traditional Public Goods theory on the base of the differences of services and tangible products, the differences of public services and public products were highlighted. There are obvious differences in several aspects between public services and public products, it couldn't be explained just by nonrrvalry and nonexcludablity. A dimension of tangibility/non-tangibility should be added.After the literatures were reviewed, the thesis put forward a taxonomy of public services. The industries including government services, health care, education, public transportation and employment service were selected as research domians. The necessarity and feasibility of construction of Public Services Satisfaction Model was demonstrated. The limitation and defects of the state arts of Public Services Satisfaction measurement were analysed. The antecedents and conquences of Public Services Satisfaction were analysed, and Public Services Satisfaction indexs models of administrative service, health care, education, public transportation and employment service were established. All of the models contained both common structural variables and some special quality factors.The large samples surveying was use in each sub-project, for example the RDD and CATI were applied in surveying of Customer Satisfaction of Compulsory Education, the sampling errors was reduced and controlled. The Structural Equation Modeling was applied to the survey data, the results shown that the good-ness fit indexes were quite reasonable. Based on the validated models of 5 publc service industries, a general model of Public Services Satisfaction was proposed, some suggestions about model application were given.The application feasibility of Customer Satisfaction Theory and its Measurement Model in public service areas was demonstrated. The resulting scores of Public Satisfaction in each industry could be used as performance measures, and the model validated could used to give strategic suggestions about quality improvement.All the validated models were fitted good, the perceived quality have largest positive effect on customer satisfaction except the Employment Service Model. The path parameters of Customer Satisfaction→Customer Trust→Customer Commitment →Customer Loyalty are near 1, shown that the Satisfaction do have very important influences to these factors. The effects size of Customer Expectation and Organization Image to Satisfaction were varied depend on industries, it should be explored in future.It is necessary set special quality factors in each industry; they have important effects to customer satisfaction and could reveal the defects of service quality. The Satisfaction Index Scores shown the performance of each industry, organization, even units, it shown that the performances are some low in Liaoning and Shenyang Public Services.