Practical Research And Establishment For Services Quality Assessment System In Primary Government

A service government has become the core valued idea of Chinese government management. It is the key that we should assess the quality of basic unite government in order to establishing service-oriented government. Conclusion that research and bring-in of American Baldrige Quality Award in government have their theoretical basis can be made after a comprehensive review, which includes features and concept of service home and abroad, concept and proposal of service quality, proposal and development of service government, and research on assessing the quality of government service home and abroad, as well as many models used in assessing the quality of government service.Government at the grass-roots level is closely related to the public, and its service will be directly perceived to be good or bad by grass, therefore it is urgent to enhance the service quality of government on the grass-roots level. In order to establish the evaluation system of service quality on such level, only by relating the result of assessment to administrative achievement, could service quality on such level be raised, could government act as service provider. Service from government is a part of service sector, Baldrige Award, as a method of assessing service quality in theories of business administration in Western countries, should be brought into government at the grass-roots level in China, to constitute and perfect the evaluation system of service quality on such level by adopting the methodology of empirical analysis. Data involved in this paper from questionnaires are of high liability. Hypothesis of assessing rout, founded by American Baldrige Quality Award, is also viable through Routing analysis, and it can be easily found that all indicators are correlated directly or indirectly. On such basis, we get the final diagram of assessing the quality of government service at the grass-roots level. Through factor analysis, all weighing results and ratio of assessing indicators can be made. In order to make the results of assessing more fair, participating governments should make internal and external assessment. By connecting results of internal and external assessment and investigating achievement, leaders in government will take their staff's quality of service seriously. Furthermore, results of the quality of government service can display specific problems in this assessment, and some sustainable suggestions are also given, which provides a safeguard mechanism to the sustainable improvement of the quality of government service.