Research On Public Satisfaction With Police Service Trade Of Household Registration

To construct harmonious police-public relationship is the important portion of building a harmonious socialist society which emphasizes government's job orientation to people and to service. In order to reach this goal, the public service should abide by the standard of public satisfaction. As one of the important functional departments of government service, a systematic research on the police service trade of household registration combined with qualitative and quantitative analysis could not only provide scientific foundation for boosting the service quality of police household registration, but act as the effective approach and measure as well of erecting good police image of the new era.Literature review on customer satisfaction and police job satisfaction provide the research on public satisfaction with police service trade of household registration with related background for the developing process of satisfaction theories. Then with help of the theories of service-oriented government, total quality management and government performance, the necessities of research on public satisfaction are expounded and proved. To carry on the guidance to police practical work on the role of empirical study, take a certain police station of Shanghai municipal public security as the research sample, the PZB model and the SERVQUAL measurement are adopted which were proposed by Parasuraman,Zeitheml&Berry to evaluate the degree of public satisfaction with public service. The statistic data from a small sample have been acquired in the form of pre-survey, which involves in the reliability and validity tests. After that, the questionnaires are finished on public satisfaction with police service trade of household registration which includes 19 questions and 31 question items. 189 qualified questionnaires are obtained by means of the research tool, then a series of data analyzing is included by using SPSS statistic software which involves in calculation of the sample distribution, extracting dimensions of the service quality of police household registration, testing the difference between public's expectation and perception of the service, comparing public's perception toward service quality and public satisfaction based on population statistics variables, finally, discovering the factors which affect public satisfaction by regression analysis and correlation. By technological analysis of data, two dimensions of police service trade of household registration are acquired: hard power and soft power; the difference of public's expectation and perception of the service is demonstrated; the varied performance of the attitude and public satisfaction weighed by two dimensions of service are discussed based on different population statistics variables. After the analysis of regression and correlation, the conclusion that the dimension of soft power has positive influence on public satisfaction can be formed. Meanwhile, the real data could illustrate that the perceived service matrix overmatch the quality service matrix.According to data and statistics, factors and dimensions can be figured out which affects the service quality and public satisfaction with the police trade of household registration. With the features of police household registration service considered, a series of proposals are put forward, which will provide some references to the management and implementation sector of household registration in order to boost public service quality and public satisfaction.