Satisfaction Survey. Target Organs Of Qingdao City Study

Since the Seventeenth Congress of the CPC, our government is exploring an effective way to performance efficiency construction and performance management under the guidance of the Scientific Outlook on Development, in order to make our government service-oriented and satisfying the people. Qingdao City has been exploring the field of Government departments Performance Management, in order to improve their management level and efficiency of government, strengthen the government's sense of responsibility.Since 2005,�'岛市机关工委has been managing the conflict between the inside and the outside,long term and the short term and some other problems. We use the new management concept of BSC(Balanced scorecard) to optimize our organizing ability and customer satisfaction,getting some innovative results..Our government's customer satisfaction has always been one of the objectives pursued by the Qingdao Municipal Government. The telephone survey that carried out annually in the city to the grassroots is important orientation and motivation of the government. But there are some problems of Specific evaluation methods,we still have a long way.The purpose of this task is the design of Qingdao city authorities client satisfaction measurement programs, and select a government agencies to conduct a pilot evaluation. Based on research experience at home and abroad, a customer satisfaction measurement model was given via the combination method between qualitative research and quantitative analysis. Either the filtering of the indicators of evaluation or the verification of the reliability and validity of questionnaire was based on the actual work of the two departments and consultants' opinions, etc. So the client satisfaction measurement system was given, in order to process empirical study on their client satisfaction measurement, measure and analyze of their customer satisfaction level and influencing factors, seek to public dissatisfied factors and give suggestions for improvement.The paper is divided into seven components:ChapterⅠ:Introduction. A brief description of the background of the problem, also the research purposes and significance. Overview of the research and practice status of municipal government satisfaction measurement and the research methods, ideas, and research content of this paper. The existing "Customer Satisfaction Measurement"-service assessment and its limitations. A brief description of service assessment; elements and process analysis on service assessment activities; their limitations and its meaning on the present study.ChapterⅡ:Customer satisfaction measurement theoretical basis-measurement model of satisfaction. The establishment of theoretical analysis framework for client satisfaction measurement, based on analysis of American Customer Satisfaction Index (ACSI) model, European Customer Satisfaction Index (ECS1) exponential model, and the American public satisfaction index model.ChapterⅢ:Analysis on customer satisfaction measurement model. Analysis on the functions of the two departments and the public needs, in order to lay the foundation for building evaluation model. Based on the comparative analysis of existing customer satisfaction measurement models at home and abroad, and the combination between the two departments function positioning and services practice, the customer satisfaction evaluation system is given, which includes the construction of satisfaction measurement index system and evaluation questionnaire.ChapterⅣ:Implement of the investigation. Describes the selection of evaluation object and survey methods.ChapterⅤ:Application of Evaluation System. Analysis of the basic situation of evaluation object; implementing the formal investigation based on the evaluation system. Obtaining the customer satisfaction and influence route via calculation and analysis of survey results. Analysis of existing problems in government works, explore the weak links exist in the current work, analyze the reasons and give suggestions for improvements.ChapterⅦ:Conclusion. Summary and evaluation of this research process and research results. Pointed out the main task of this report and the future research directions.