Factors Of Local Government Public Service Satisfaction

Since the1980s,Western countries introduce the concept of customer satisfaction in the enterprise management, promoting government services to customer-oriented that according to public satisfaction as the quality of government services in the promotion of new public management process. In the21st century, with the further advance of the service-oriented government and the construction of harmonious society, people’s requirements in quality of public services and levels become higher. Process of government services is not one-way or passive, but should be two-way in interaction with the public. Evaluating government public services satisfaction and its influence factors can accurately understand whether they are accepted or not so that the government can provide services to the point. Therefore, the government’s public service satisfaction rate is continuing to enhance the level of public services guarantee which has very important practical and theoretical research value.In this paper, Yancheng public service satisfaction survey data is based on empirical research to analyze public service satisfaction index system of influence factors. It explores public services of local government in exactly what elements are key factors influencing public satisfaction. Articles analyze the factors affecting public satisfaction through interviews and distributed questionnaires, obtained for quantitative analysis to identify for various factors which affecting public service satisfaction and provide a theoretical basis for the effective management of public service satisfaction from the perspective of psychology, management, sociology.The main contents include:(1) On the basis of literature review, sort and specific analysis, build a theoretical framework for the factors that affected the established public service satisfaction and analyze the relationships between variables in the framework as a reference for the local government to perform in public service satisfaction, not simply copying the existing relevant research results domestic or abroad.(2) Through interviews and communication with local government managers as well as field researchers, obtaining as many factors as possible that influence satisfaction data. Then through literature review and interviews combination, making a series of assumptions about the relationship between the corresponding latent variables and latent variables, and the relationship between latent variables and observed variables. Finally through questionnaires constructing a measurement form to measure the factors that affect public service satisfaction.(3) After a large-number of surveys and analyses of the data collected, building structural equation model by using AMOS20.0software, which make the impact of each factor more clear so as to study the mechanism of public service satisfaction and the impact of the path.This Study is divided into six part to analyze and elaborate the factors influencing public service satisfaction and evaluation system Part1is the introduction; Part2is a literature review; Part3is the study of the influence mechanism of public service satisfaction and the construction of analytic models; Part4is the empirical research design of public service satisfaction factors; Part5is empirical findings of public service satisfaction factors; part6is the conclusion and outlook. The main innovation of the study are:(1) build index system on the influence factors of public service satisfaction The study found that existing index system are mainly concentrated in a certain public service area. This paper, based on the study findings of the domestic and abroad on public service satisfaction builds a more comprehensive index system on public service satisfaction influence factors by analyzing the content and characteristic of local government public services (2) put forwarda direct impact models and intermediary impact model of public service satisfaction, and point out that public safety,health and sports recreation have a direct impact on public service satisfaction. Meanwhile, eight categories of public services like public education, public transport, etc. work together in the public service satisfaction. The previous studies are lack of detailed discussion of impact factors between structural relationship and the path intensity, which have rarely involved the public services that have a greater impact on public satisfaction.