Satisfaction Analysis Methods In The Field Of Public Service

The quality of city public service has important and profound influence on people's daily life in a city. Since 1980s many countries in the world have developed government department reform one after another, in which Customer-Guide-Government Idea, Total Quality Management Thought, Result-Guiding Government idea, The Marketable Supplied Public Service as well as Public-participating in Western administration reform, such basic thought on government achievements appraisal set request to investigation of public service satisfaction degree on public goods and the public goods provided by the government. State Council Premier Wen Jiabao always stressed that we must construct a service government, and must expand the public to participate in the government public service appraisal. Public satisfaction should be the government's highest standard.In the second half year of 2005, the State Council R&D center and the World Bank, Tsinghua University carried out "the Chinese city public service and the government research" topic together. In our country, they chose Dalian,Xi'an,Shanghai,Chengdu and Shenzhen as the representative city to carry on the model investigation and study. Tsinghua University's sampling expert selected 1050 household inhabitant families of 35 communities in 21 streets according to the science sampling design in Dalian to be the sample of investigation.Theoretically at present, the research of satisfaction degree was already quite mature, but the majority of satisfaction degree real diagnosis analysis all in the business management, the market marketing aspect launched the application, were not many in the government public service appraisal application, particularly in domestic aspect. This article is based on the World Bank's project in Dalian's investigation and studied the result as an example to take an attempt.This article has made the real diagnosis analysis based on the satisfaction degree elementary theory and the research technique to the Dalian public service appraisal. First I simply introduced the condition of domestic and foreign scholars in the government public service satisfaction degree research, then I outlined the domestic and foreign popular theory related to satisfaction degree and the analyze method. Based on the brief analysis on public service satisfaction degree and the customer characteristic premise, I carried on the municipal administration analysis to Dalian's investigation and survey data as the main work.According to simple, dual and multi-dimensional structure , I carried on the analysis. After the simple descriptive analysis, I carried on the crosstabs analysis, the correlation analysis, the cluster analysis, the analytic hierarchy analysis, the factor analysis and so on. Then I constructed path model separately to the medical service appraisal, to the education service appraisal, to the city water supply service appraisal and to the synthesis -public service appraisal. I had discovered inner links as well as the influence between many complex targets, promulgated the level of factors that influence public service satisfaction degree.The analysis shows that the wider use of satisfaction analysis in the public service area is entirely feasible.This ariticle laid the foundation for further dynamic investigation,evaluation or similar evaluation in other cities.This article can be a foundation or a mirror of later further analysis on the dynamic appraisal or similar analysis in other cities.