The Research On The Measurement Of Public Service Satisfaction Index

The achievements are the eternal subject for the government management to pursue. The research on public satisfaction index measurement can be traced back to government remolding movement of western countries, come from the customer guides thoughts of "the administration is service, the public is the customer" which initiates in the new public administration movement. The government restoration movement stressed that social public satisfaction takes the importance of the reform guiding principle. Many countries did researches in this field and accumulated a certain experience. The western developed countries have already put the Public Satisfaction Index Measurement of the Public Service to practice and have gained good progresses. Although compared with the administrative reform of Western countries, the administrative reform and the government development of our country has its own particularities. These particularities do not mean that we may neglect other country's advanced management concepts and technology. However, in China, the research which is on public satisfaction index measurement is just in sprouting and undeveloped condition.The theories and practices have already proved that only then put the measurement of public satisfaction index to the most important position, can really manifest the public responsibility idea and the public truly nature of the government service, can promote the government to improve the management. Based on the function of the public satisfaction index to improve the public administration and service management, as well as promote the political function of the government and the public related, especially when China proposed the construction of the service government, positively studies and profits the experiences from the Western developed countries, exploring and constructing a set of the public satisfaction index model and system to suit Chinese condition will have the vital practical significance.The essay consists of three parts:Chapterâ… : The outline of related theories. This part analyzed the concepts of Satisfaction Index, Customer Satisfaction Index and Public Service Satisfaction Index. By comparing the relationships of all the concepts, we obtained the characteristics of the public satisfaction index. Simultaneously we elaborated the value orientations and the meanings of it.Chapterâ…¡: Discussion of the practice patterns. This part selected three illustrative cases, emphatically analyzed the general procedures, characteristics, experiences, achievements, insufficiencies and the main barriers of carrying out the activities of ten thousand people appraise the government.Chapterâ…¢: The strategic choices of Public Service Satisfaction Index Measurement. In view of the insufficiencies and obstacles of the measurement we carried out, we should put forward the solutions of path chosen from perfecting indicator system, innovating the way of organization and strengthening management system.