Research On Attitudinal-behavioral Assessment Approach Of Public Service Performance

This paper reports on a new venture for the study of public sector performance and on its implementation in china. A sample of 423 citizens in Shenyang was used to assess the performance of the china's public administration so as to get the citizens' satisfaction index and trust index. Based on the data and through the series of the analysis including the descriptive satistics analysis, the ANOVA analysis, the factor analysis and the structural equator model, the author founds the Chinese Public Service Satisfaction and Trust index (CPSSTI) which includes the structural factors as follows:image, perceived quality, citizen's satisfaction, and citizen's trust. The main findings of the study indicate that Chinese are deeply critical of public institutions and governmental agencies. A correlation analysis farther shows a strong and stable relationship between satisfaction and trust which includes the trust in administrative and governmental institutions and faith in citizenship involvement. Significant relations were also found between citizen's satisfaction on one hand and the indicators of performance and image in the other. The factor analysis of the micro-quality quota shows that the quators can give the definition of all the variables. Such a result indicates that citizens take advantage of the characteristics of the service quality as their standard, namely guarantee ablity, reliability, respondory ability and trans-feeling ablity. However, the reliability (taking the transparent system, procee, and the personnel's responsibility as its testing points) rather than the guarantee ablity (taking the peersonel's and leader's capability as its testing point), the respondory ability (taking the repond speed and efficiency as its testing point) and the trans-feeling ablity (taking the connecting feeling as its testing point) contribute more on the evaluation of the public administration.The main benefit of the project, in my view, is its contribution to the reflection of the citizen's advices, to the strengthening of democratic structures and to the nurturing of citizen-government relationship.