Font Size: a A A

The Image Of The Sector, Quality Of Service, Service Recovery And The Relationship Between Public Satisfaction With Empirical Research

Posted on:2009-11-02Degree:MasterType:Thesis
Country:ChinaCandidate:X WangFull Text:PDF
GTID:2206360272464089Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
As continuous improvement of people's living standard and education, perception, expectations, attitudes and values of public people on the public service constantly change. People's subject consciousness has continued to increase, and people's demands on public service quality are increasingly high. Faced with the current international and domestic public service situation, to get the public people's trust and support, grass-roots government must be continuously upgrade and improve the quality of public service for public people satisfaction, otherwise it is difficult to achieve enough political benefits to support development and reform of grass-roots government. Therefore, the evaluation and investigation of public people satisfaction on public service of grass-roots government have great practical significance.Choosing grass-roots government department as the scope of the study, and fixing public people with the principal part of citizens as the study object, the thesis does demonstration study on evaluation of public people satisfaction degree to Trade Industry Bureau and Revenue Bureau in Nanshan District, Shenzhen City.Main research of the thesis is summarized in three parts:The first part is the theory summary. First review the domestic and foreign relevant theories with regard to public people's satisfaction, and then comment services quality, public people satisfaction, services remedial and government departments image, to determine the theoretic research direction and basic logic structure.The second part is the demonstration research. Under determining the theoretical research framework of the thesis and the method of statistical analysis, collect original data through the survey and do statistical analysis, amend aforementioned public people satisfaction degree evaluation index system.Using SPSS statistical software,we have a reliability test and validity test of questionnaire,and verify study assumptions.The third part is the conclusion and the prospect. Summarize against the study findings of the thesis, and bring forward the prospects for future research.
Keywords/Search Tags:Grass-roots Govrenment Department, Service Quality, Public Satisfaction
PDF Full Text Request
Related items