Study On The Service Evaluation Of Governmental Public Service Hotline, Which Is Based On Customer Satisfaction

Governmental Public Service Hotline, one of the tools for Governmental Service, is becoming one of the most important elements of the public service which the government provide to the people. And it also is one crucial element of the construction of service-oriented government. But comparing to the company hotline, Governmental Public Service Hotline has flaw in the method, attitude, and capacity in their service. How to improve these disadvantages and then increase the satisfaction of the people is the burning question for all Governmental Public Service Hotlines.With this purpose, after doing some research toward questionnaire survey we finish our work with the methods such as resourcing, interviewing and questionnaire survey. To solving the problems, we build a system to evaluate the quality of service of Governmental Public Service Hotline.First, we conclude the definition, the service characteristics, the developing history and the current situation of Governmental Public Service Hotline. Then we have a conclusion, where the problems are in the service of Governmental Public Service Hotline.Then, we summarize the theories about the quality of service and the satisfaction of the citizen, and also enumerate the methods which can be used into evaluation of the two things.Second, at basis of the interviewing with management professors, the person in charge of Governmental Public Service Hotline, and telephone operators, we confirm the elements which influent the quality of service and the satisfaction of the citizen. Then we give each element the weight in the evaluation system through the questionnaire analysis.At last, we takes Tianjin 12319 urban construction hotline as an example and use the evaluation system of the quality of service and the satisfaction of the citizen to make a evaluation toward the hotline. We still hope that the result of the evaluation of the quality of service and the satisfaction of the citizen can provide some experience for other kinds of Governmental Public Service Hotline.