Public Service Satisfaction Index Study

With the pace of our government moving toward "service-oriented government" gradually,public services, such as education, transport, medical care and health services, socialsecurity, as an integral part of our lives, have been attached more importance and have gotmore attention. To measure the satisfaction of public services effectively, which gives usmore information of the needs of residents and measure residents and the key to theproblem, is helpful for making the decision of putting the limited financial resources intowhich the public need most to improve the status, so it may become one method ofevaluating the government performance. This paper makes a deep research on measuringand analysis methods of public service satisfaction, and I hope the work of concluding theprocess and methods in every section is useful for the future study.As to the fact that the research method of satisfaction is relatively limited in the area ofpublic services, the paper introduces research methods in the market area, which is namedConsumer Satisfaction (SC). First the paper introduces and summarizes the satisfactiontheory model and related practice. Then satisfaction Index study is divided into fourprocesses, they are indictor system designing, indicators quantifying and weightsdetermination, Satisfaction Index survey, satisfaction index analysis. Statistical methodsinvolved in the processes have been summarized within the research.On this basis, the paper goes on the empirical analysis and research combining with surveyof the public service satisfaction of the Beijing residents, which is held by the Statisticsschool of the Capital University of economy and Business (CUEB). We believe that thestatistical methods introduced from the customer satisfaction are the same with publicservices. We applied Relative to an identified distribution integral transformation (Ridit) tothe satisfaction level analysis. And in the satisfaction factor analysis, we introduces twocommon analysis, one is the sorting problem, the other is structural equation model (SEM),having health care services and transportation and communication services as an example.As a perception, Satisfaction is a hidden target and affected by many factors, so to makeproper indicators to reflect the true satisfaction, simulate and measure the sense morereasonably and more effectively, we need further study with combination of many sciences,such as psychology, sociology and public management on the current theory and methods.