China's Urban Management Of Public Satisfaction Model And Empirical Research

With the rapid development of China's economy and society, the urbanization has been accelerated in recent years. Hence, the complexity of urban management of municipal governments has been increased dramatically. Since 1970s, the movement of new public management has become a trend in Western countries. It emphasizes the importance of customer orientation and responsive services. The customer satisfaction has been regarded as a critical objective and performance criterion for the municipal governments. In urban management, the citizens are directly involved, and have become crucial participants recently. Thanks to the economic development, the demands of citizens have been increased, not only on quantity but also on quality. To fulfill the needs of citizens has been a critical criterion of good urban management.In this thesis, a broad literature is reviewed, including literatures on urban management, customer satisfaction and its models. Based on literature review, especially on the American customer satisfaction index (ACSI) model and European customer satisfaction index (ECSI) model, a Chinese urban management public satisfaction model is proposed to reflect the real situation of urban management in China. This model focuses on variabls such as urban management image, public expectation, perceived quality, public satisfaction, and public trust.A questionnaire survey was conducted in Hangzhou City. The valid data was explored statistically. Using the SPSS 16.0, a series of statistically analysis were done, such as reliability and validity test, regresstion test, and etc. The hypothesis were tested, and some critical conclusions are as follows.First, perceived quality is influential to public satisfaction, i.e., the real performance of urban management is the determinant of citizens' satisfaction. Second, public expectation has a negative influence on public satisfaction. Third, public satisfaction is critical to public trust. Hence, the municipal governments shall orient to serve the public and hence to gain the truct of citizens.The thesis is summarized, and some future works are describled, in the final chapter.