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Public Satisfaction--New Navigation Aid Of The Government Act

Posted on:2010-01-26Degree:MasterType:Thesis
Country:ChinaCandidate:C H ZhouFull Text:PDF
GTID:2166360272498876Subject:Public Management
Abstract/Summary:PDF Full Text Request
When the public opinion becomes everybody universal matter of concern more and more, the construction service government becomes v needs to solve realistic question to arious countries, specially for the Contemporary China urgent. Facing globalized, the informationization arrival, the Chinese government not only to face the traditional government management system and the pattern transformation; Must connect rails with the world, while reforms own system's, but must adapt the international trend of development. This article in view of the control and the management obsolete image on the government in the public heart, serves the behavior standards flaw , regarding the social management and the collective services personnel's characteristic and the appraisal essential factor, the comprehension service personnel behavior standards, administrative personnels' service characteristic, profits from the overseas public degree of satisfaction survey model, guides from the customer embarks, enhances the service real instantaneous feeling as the goal, constructs the feasible Chinese public satisfaction survey system. From Germany, can, industrious, twist four latitudes, standard government management and the service behavior effectively, through continue the stable improvement, further consummates National worker system's, indicated the direction of the construction service government for establishment fair, transparent, Honest, the highly effective socialist market economic system, and the Chinese characteristic administration system. In view of the fact that the degree of satisfaction model divides into the degree of satisfaction forms the reason, the degree of satisfaction, the degree of satisfaction result three parts. the union public satisfaction particularity, namely accepts the service provider not to involve the price factor basically, regardless of public whether to want, when necessity must accept their service. Therefore the customer expects, the sensation value and the customer loyal structure variable may, except ; But observes in the variable except the brand dominant character and comparison with other brand, then increases the fairness sensation quality in the sensation quality. But the sensation quality from accepts the service with the public instantaneous, the image in real instantaneous may change, the public satisfaction may regard as the true instantaneous sensation. Through the real instantaneous manifests collective services, therefore the public satisfaction may be directly connected really instantaneous; That is may transform as to survey the real instantaneous. Regarding the observation variable may be the real instantaneous electronic contact,It may different have the choice and the stress according to the post. If the goal is to improve the grade of service, the investigation content should be understands the public to the service feeling, then the investigation target may be the service attitude, service timeliness, the service validity, as well as service conveniences, perhaps more concrete target, but is finally through to the collective services receiver's investigation examination tenderer. Accepts above this foundation the public the service to summarize for the consultation reception, the service serves, the supervisory service, through the improvement monitoring public and the service provider contact point, the penetration public really serves instantaneous, promotes the grade of service, takes off the old hat, sets up being in power for people's new image. Speaking of the supervisory service, the customer guides is radically the public satisfaction, the public satisfaction must humanist, take the public as heavy. Therefore this article embarks from the service government's standard, from information coming into the open, government affairs computerization, management government by law, power and responsibility unitizing, benefit neutralization , the achievements appraisal and so on several aspects consider the supervisory service the standardization, normalizing, the transparence. From the person and the environment, the hardware and the software two aspects, the double latitude and the axle promotion grades of service, ascend again the public approval and the support, has strong operational and the innovation.In view of the public degree of satisfaction's complexity and the particularity, and the existing phenomenon that the satisfaction investigation fundamental research and the practice is insufficient. This article proposed that the establishment government call center, substitutes for the so-called convenient service hot line, understood the public opinion, solute difficulty which meets the public daily life, listens attentively to the social echo, direct the work direction of government serves, so government call center as main body takes on the public satisfaction investigation.Finally, this article pointed out that the public satisfaction advance has many barriers, waits for personnels which devoting to the public administration and the service, and even everybody's joint effort goes unimpeded.Public satisfaction already became new navigation aid of the government act.
Keywords/Search Tags:service-oriented government, service behavior, system of public satisfaction
PDF Full Text Request
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