Research On Assessment Of Performance Of Government’s Public Services Based On Public Satisfaction And Improvement Strategies

With the deepening of economic globalization and the completing of market economy, society put forward a higher demand to the service provided by government.Since the 1990s, "research on the measurement of public satisfaction", which treats government’s public services as the research object, has gradually become the focus of public management science. Only the degree of the public satisfaction is put in the priority can truly reflect the idea of service-oriented government, embody the characteristics of government"s public services, and promote the improvement of government’s services. Therefore, in the process of measuring the performance in service-oriented government public services, we should focus on how to assess the public satisfaction. However, nowadays, the research on measuring the performance in government public services in our country is still in the exploratory stage. There is not a scientific and unified appraisal system for public satisfaction; meanwhile, few research on assessment of public satisfaction for the government’s public sevices has been carried out. Public satisfaction derives from customer satisfaction in business administration, but there is big difference in choosing the fundamental factors and indexes of assessment. On that account, this paper will do some research on the performance measurement of government’s public sevices in view of public satisfaction theory. What’s more, based on the result of questionnaires collected from Guangdong, Jiangsu, Hubei, Jiangxi, Guangxi, and Jilin province, this paper is expected to provide some suggention and reference for further study on the performance appraisal of government’s public sevices and improvement strategies.This paper is composed of six chapters all together. Chapter 1 is introduction, which explains the origin and purpose of slected topic, the definition of related concepts, the research method, frame construction, and major innovation of this paper. Chapter 2 is literature review, which aims at specifying the theoretical basis first involving the basic concept and exponential of public satisfaction, second the development of performance appraisal of government’s public sevices at home and abroad, then the summary of relevant researches on the government’s public service satisfaction, last the analysis of research literature. Chapter 3 is design of study model and empirical research, which constructs an assessment model for the performance appraisal of government’s public sevices based on public satisfaction theory by absorbing predecessor’s research achievements and combining advanced domestic and international scholars’ research. Besides, the empirical research approaches are included, such as questionnaire survey, sample selecting, data collection and so on. Chapter 4 is statistical analysis and discussion. In this chapter, SPSS statistical software is used to analyze the data from the questionnaire, such as reliability analysis, frequency analysis and crossing analysis, and the result was revealed. Meanwhile, indexes of public satisfaction are calculated and ranked, and statistical results are analyzed, discussed and explained. Chapter 5 is countermeasures and suggestion. In allusion to some problems existing in public services concluded from chapter 4, some countermeasures and suggestion were put forward for improving the quality of government’s public services and public satisfaction by the government and some related organizations. Chapter 6 is the last one, conclusion and research prospects, which states the main contribution of this study, the limitations, and the basic direction of future researches.The major contributions in this study include the following three points:(1) the innovation of research perspective, which shows a high degree of unity between the foresight and practicality of the research. Under the background of transformation to a public service-oriented government, this study took government’s public services as research object, assessed the government’s publich service performance based on public satisfaction, and built a scientific theoretical research system for the performance evaluation of government’s public services.(2) the innovation of research methods, which shows a high degree of unity between quantitative and qualitative analysis methods. First, with reference to related research, the study made a normative analysis on government’s public services and public satisfaction, and built an assessment model for the performance appraisal of government’s public sevices based on public satisfaction theory. Second, this study collected samples of public satisfaction with government’s public services by gathering website information, questionnaire survey, and interview. Third, the data were quantitatively analyzed by SPSS 13.0 statistical software to make the result accurate and authentic for empirical study. (3) the innovation of research conclusions, which shows a high degree of unity between the accuracy and the relevance of the countermeasures and suggestion. On the basis of accurate quantitative analysis of the data from the questionnaires, which were collected from Guangdong, Jiangsu, Hubei, Jiangxi, Guangxi, and Jilin province, by using SPSS statistical software, this paper put forward a number of specific and practical suggestion for improving public satisfaction with government’s public services from both internal and external aspects.