Public Satisfaction Of Meteorological Service Research Based On Excellent Performance Evaluation Criteria

The social competition of21st century is fiercely intense. Enterprises give much attention to customer satisfaction and do a lot of research. In essence, customer satisfaction, which originated from the contrast between the customer experience of a product or service and their expect, reflects a kind of customers’ psychology. The satisfaction of meteorological service is the public psychological perception of the gap between their perceived benefits and expect after they receive meteorological service. It is also a kind of quantitative index describing the feeling formatted by the public perceptible effect of meteorological service compared with their expect value. Public satisfaction research through analyzing factors influencing customer satisfaction changes consumer behaviors by the optimization of cost. It can build and enhance customer satisfaction, reduce customer complaints and customer loss, create a good reputation and promote the competitive ability and profit ability of organizations. Excellent Performance Evaluation Criteria provides guidelines for many Chinese enterprises pursuing excellent business performances and enhancing competitiveness. The criteria contain seven points:leader, strategy, customers and markets, resources, process management, measurement analysis and improvement, business results. More and more enterprises use the criteria to evaluate whether they have reached the standard of excellence or not and arrive excellence under its guidance.In this paper, we review related researches at home and abroad and build a meteorological model of the public satisfaction survey in combination with the characteristics of meteorological industry based on the core concept and architecture of traditional index model of customer satisfaction degree. The requirements of Excellent Performance Evaluation Criteria to the point of "customers and market" are totally combined. This article analysis and demonstrates the relationship between customers and market of meteorological service department. It also explains how to understand customer and market and how to establish a good relationship with the customer market in order to provide better public meteorological services and make customers satisfied. It is the first time to apply SEM in public satisfaction evaluation of meteorological service in this paper.5latent variables and19observed variables are set up. Data are got by questionnaires. SPSS and SAS are used for inspection. On the basis of the requirements of "customers and market" of Excellent Performance Evaluation Criteria, we analyze the characteristics of customers and market of the meteorological service department and put forward how to establish a good customer relationship, so as to improve customer satisfaction and optimize the meteorological service quality.