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Urban Neighborhood Quality Of Service Residents Satisfaction Evaluation

Posted on:2007-01-11Degree:MasterType:Thesis
Country:ChinaCandidate:B LiuFull Text:PDF
GTID:2207360182485180Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
The community construction becomes more and more important in the city construction.Some scholars believe that the city construction is the community construction.Then, bringing into play service function fully of the community committee,as the main body of the community construction, determines the fate of the community construction.The first work to improve the service quality is to have an effective estimate index,which doesn't exist in China.It's the aim of this study.The study of this field is so little that this study apply many theories from the study of the enterprise.These theories include the theories of the customer satisfaction,service quality,service remediation,and image.By the reading of the literature,we construct a estimate frame,which consists of four dimensionalities:image,apperception quality,denizen satisfaction and service remediation.Then,we establish a three-class-estimate-index,which is amended by having an interview with interview.According to the index above ,we desigh questionnaire and carry through the fieldwork,analysing the date by the of SPSS.Finally,we have the following conclusions:(1)Validate the hypothesis of the study: the image of the city-community-committee has influence on the denizen satisfaction in evidence;the apperception quality has influence on the denizen satisfaction in evidence;the service remediation has influence on the denizen satisfaction in evidence.(2)At the same time,by the gene,correlation and regression analysis,we have the key index of our study.(3)Adove all,the goal of our study is achieved.We construct an index.The index will be good for the improvement of the service quality of the city-community-committee and the policy of the government.Meanwhile,it provides the study method and mode for the estimate of the service quality of the other analogy institutions such as the community-service-center,street office,and so on.
Keywords/Search Tags:Satisfaction, Service Quality, Service Remediation, Image
PDF Full Text Request
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