Research On The Citizens’ Satisfaction About The Grass-roots Agent System For Serving People

With the development of service-oriented government, public have higher requirement on government’s public services provision. Base on the people-oriented concept, government has to make substantial efforts to serve the masses well depends on publics’ benefits. In this context, the agent system for serving people as a new model which used by the basic-level government servicing for the rural communities has emerged. In order to build a high efficient and good quality service model, it also innovates in the government’s work function, supervisor mode and efficiency etc. Meanwhile, basic-level governments attach more attention to interacting with the public when providing services. They design the citizens’satisfaction evaluation system for government work to evaluate the government services, which can grasp citizens’demands effectively, and also play a guiding role in exerting service functions, improving service modes, and innovating service ideas.This study focuses on the citizens’ satisfaction of the agent system for serving people. Based on the literatures research and analysis, the study builds the citizens’ satisfaction system of grassroots agent system for serving people, by using the related theories and satisfaction models at home and abroad, and combining with the feature of agent system for serving people. The evaluation model uses "proxy image", "service aware", "citizen satisfaction" as the structure variables, and designs the potential factors of citizen satisfaction from "proxy image" and "service aware". Combined with more mature satisfaction evaluation methods, this study designs the questionnaire of basic-level government’s citizen satisfaction of agent system for serving people, which uses Jianyang County as survey sample. This study uses SPSS and LISREL to do data validation, and the structural equation model to verify its hypothesis.According to the research, two results are concluded. Firstly, service aware has a significantly direct effect on the citizens’ satisfaction of grassroots agent system for serving people. Secondly, proxy image has a significantly direct effect on the citizens’ satisfaction of grassroots agent system for serving people by itself and the service aware. And then, according to the statistical analysis, the study builds the citizen satisfaction’s evaluation index system of agent system for serving people by using the key affecting factors’ satisfaction index and all the variable affecting weights. Finally, based on the empirical result, the study makes some suggestions on improving the citizens’ satisfaction of grass-roots agent system for serving people, which can provide references for basic-level government to perfect the agent system for serving people, improving service modes, and increasing citizens’ satisfaction.