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Research On Public Satisfaction Index Of Government Services

Posted on:2010-06-08Degree:MasterType:Thesis
Country:ChinaCandidate:Y F JiangFull Text:PDF
GTID:2166360272998367Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
The seventeenth national congress of the CPC suggested the construction of a service-oriented government, building a harmonious society and accelerating the pace of administrative reform. The transformation of government functions, from control-oriented government into a service-oriented government, is the Government's main function of the public service. In the process of using authority, withdrawing in the offside position, reflect the awareness of government services. There are not a small gap between Government work and the expectations of the people. The transformation of government functions is not perfect, social management and public services are relatively weak; some cross-sector responsibilities, rights and responsibilities as divorced from each other to shirk its responsibility, the lower efficiency; some government officials do not have a strong sense of service, quality is not high; lack of power monitoring and binding mechanisms, formalism and bureaucracy is quite prominent, and fraud, extravagance and waste and corruption are quite serious.Administrative reform is an important link in deepening reform. To formulate a program of administrative reform and strive to improve the efficiency of government services, the agreement of authority and responsibility and decision-making more scientific, effective supervision and administration system. Improve the public service system, and enhance awareness of the public service of civil servants to implement e-government and strengthen social management and public service work and accelerating the separation of government from enterprises, the separation of government from market, intermediary organizations to standardize the administrative act, to strengthen the building of administrative enforcement departments, to reduce and standardize the administrative examination and approval, to reduce government intervention in the micro-economic operations. Streamline and standardize the various municipalities, agencies and offices. Reducing the administrative levels and administrative costs and striving to solve the problems of institutional overlap, cross-functions, the issue of policies coming from different departments.Scientific development and harmonious society are people-oriented, building a service-oriented government is serving the people wholeheartedly, to serve the public as the main functions of the Government, how good the service, how to serve the public good is the focus of the work of government departments, the public is the ultimate beneficiaries of services, the public are most qualified to assess the quality of government services. In the evaluation of government departments the public is the main body, government departments can assess of their work objectively through public. Beneficiaries of government services are citizens, clients are also citizens, can be said that citizens can only evaluate the quality of the work of government departments, therefore, that public satisfaction with government services is a good criterion of the standards, it is very important to establish the indicators of public satisfaction evaluation.Customer satisfaction was first put forward in the enterprise that it is to measure the service satisfaction of customers to provide products. The earliest establishment of the Swedish Customer Satisfaction Index (SCSB) model, by two reasons variables ,two results variables and customer satisfaction, the five indicators. The United States establish the model of the American Customer Satisfaction Index (ACSI) based on the SCSB, add a reason variable (perceived quality). China's Tsinghua University, put forward by CCSI, brand image, perceived quality, expected quality, perceived value of the three variables and a result of the premise variables (customer loyalty), plus customer satisfaction. In the new public management movement, driven by the West to be the first to carry out government reform, will be marketing the competition and the introduction of market mechanisms to government and management in the public sector, and has been widely used. The United States in the ACSI has been established on the basis of the public sector model of the Customer Satisfaction Index, which more than a decade ACSI model is applied to the United States, various government departments and many non-governmental sector, this model has become the United States a number of government departments to improve services, develop policies an important reference.In China, public satisfaction with services is the initial stage of investigation, although there are some evaluation activities, all are forms, unscientific and irrational, one-sided. According to national conditions, to evaluate the satisfaction of the Government, it is necessary to find out what kind of indicators is a scientific, rational, comprehensive, and that a reasonable set of indicators is based on what government departments in the use of power and the exercise of the power mechanism of restraint and supervision over the public system can decide the direction of China's administrative reform. To analysis the sources and causes of the theory of our government service satisfaction survey to provide ideas and direction, indicator system supports the theory. We analysis of the direction of planned economy with market economy, the power of economics and economic power of science, institutional economics are taken into account the contents of a series of problems. We analysis and research the ideas and the processes.First of all, the scientific development and harmonious socialist society is the theme of economic development, we start with the construction of a service-oriented government and harmonious society, the government-led the direction of scientific development, the public determines the degree of social harmony, which species of the Government and the public on scientific development and harmonious society determines the leading role in resolving the relationship between the Government and the public, which analysis of the content of the reform of government departments, and further analysis of the power operating mechanism and control mechanism, the role and powers embodied the role of constraints government and the public of a game, the outcome of the game reach a stable state, which make the public satisfy. Therefore, we must enhance the satisfaction of government services.Secondly, the report proposed building service-oriented government, the functions of government began to change. In the government's work efficiency and lower the cumbersome approval system so that the work of the Government's lack of effective supervision and restriction, cross-functional departments, the management of confusion. The government, businesses and individuals need to understand the real needs of public services. The theme from the education, administration, health care, social security, the protection of urban infrastructure, public culture, public security, civil rights and socio-economic situation analysis, from the exercise of power and public monitoring, the most basic problems of public concern and the aspects of government management, from the course of the exercise of governmental power to the masses of clothing, food, housing, all aspects of life, as far as possible to find a complete, comprehensive and rational factors, the establishment of three-index system sets targets for the basis questionnaire.Thirdly, we should design the questionnaire. The criterion of the questionnaire contains the part of part of the problem, the survey information and concluding remarks. Design a five-choice answer form enclosed, that is, very satisfied, satisfied, general satisfaction, dissatisfied, very dissatisfied. Based on the design standards and contents of questionnaires, design services to the public that the government of public satisfaction with the questionnaire.Finally, the use of fuzzy comprehensive evaluation method for public evaluation of the satisfaction index, describes the evaluation from the questionnaire method to quantify the process. The use of questionnaire data, the use of evaluation methods for calculating Satisfaction Index, in which the process of quantifying, through the Delphi method to determine the weight coefficient, analysis of the level of relations, choose a suitable composite operator, and ultimately the public satisfaction index.
Keywords/Search Tags:Government, Public satisfaction, Power, Index, Game theory
PDF Full Text Request
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