A Study On Service Oriented Government Customer Satisfaction Evaluation

Since the end of the 1970s, in order to meet the challenges posed by economic globalization and world multi-polarization,Western nations have launched a series of large scale movements advocating government re-engineering one after another, which also aim at helping governments get rid of fiscal and public credit crisis. In the upsurge of the reinventing government, the unified basic guideline of various nations is to borrow advanced ideas from the improved enterprise management faith and experience and put them into government management practice to uplift administrative efficiency and service quality of the whole government. As the most successful model under the basic guideline mentioned above, related investigation and study on"Customer Satisfaction Theory"has been done by most of western countries in succession, including American, English, New Zealand, Australia Canada, Holland and Japan.Under the influence and promotion of global administrative reform, scholars in our country have made lots of studies in order to build a new government, as well as the central and local governments. Since Professor Zhang Kangzhi proposed the concept of"Service Oriented Government", a new government administration mode relative to the Regnant and Administered government, for the first time in 2000, it became the basic target of China's government reform rapidly.Starting point of service oriented government is"People-oriented", the core idea of which is to provide public with products and service according to their demand and fulfill the maximization of public interest. Hence, government performance can be evaluated basing on whether public are satisfied with the public goods they get. Under the background of creating service oriented government in China, an evaluation method with customer satisfaction being yardstick represents the necessary requirement of government performance evaluation in future, which is of great importance for the development of government performance and for the improvement of relation between government and public, having great realistic significance for the socialist construction of democracy and politics.This paper firstly sums up the related theories about service oriented government, defines and analyzes its connotation deeply. Secondly, it presents theories on customer satisfaction, in this part the definition and characters of government customer satisfaction are given, so as the similarities and dissimilarities between enterprise and government customer satisfaction. After that, according to the existing customer satisfaction models and our country's basic conditions, the paper designs the previa and postpositive variables, and then establishes the government customer satisfaction measurement and evaluation model. Finally an empirical research taking Harbin for example is done to prove the practicality of the model.