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Empirical Research Of Government Performance Evaluation Under Customer Satisfaction Environment

Posted on:2012-11-24Degree:MasterType:Thesis
Country:ChinaCandidate:L ZhangFull Text:PDF
GTID:2216330368458765Subject:Business management
Abstract/Summary:PDF Full Text Request
Based on the theory of customer satisfaction, combined with the government performance evaluation in our country, this paper discusses government performance evaluation from the perspective of customer satisfaction. First of all, this paper grasps government performance evaluation status both domestic and abroad, then summarizes it's concept, type and objective through a large number of related documents reference, analysis and integration. Secondly, according to domestic and foreign research as well as field survey on the government, based on the reference to the "Research of the Chinese Government Performance Evaluation" research group and the "general index system of performance evaluation", designed by Zhuo Yue, Xiamen University's professor, at the same time consulting experts worked in the government sector and scholars engaged in government performance assessment studies, this paper built the government performance evaluation index system under customer satisfaction environment.The evaluation index system includes five target level indicators, such as administration according to law, work efficiency, work style, self-discipline and service to people, and it also applies accurately of relevant laws, regulations and policy for the 26 guideline level indicators. Subsequently, based on the index system in performance evaluation of the government from the perspective of customer satisfaction, this paper uses Analytic Hierarchy Process to determine the index weight and fuzzy comprehensive evaluation to assess government performance. Finally, the dissertation sets A sector as the research object, does empirical study of customer satisfaction questionnaires, and accesses A sector from the perspective of customer satisfaction for the purpose of testing the rationality and science of government performance evaluation under customer satisfaction environment, in order to provide some references for the improvement of the performance level for the government and better service to the community.
Keywords/Search Tags:Customer satisfaction, Government sector, Performance evaluation, AHP
PDF Full Text Request
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