Research On Quality Of Public Service Based On Public Perception

With the continuous development of service-oriented governments,public service quality of public governments has become increasingly demanding.In order to meet public demands,governments improve the public service quality through a variety of ways,such as changing the service concept, improving the service system,changing the way of providing services and so on.The evaluation of quality of public services is a tool as a measure of the quality of public services in the public sector favored by Western countries.In terms of the reality of our country,Administrative Service Centers which are set up to provide efficient and convenient services were thrown into a dilemma.The public recognition for the quality of public services is not high.Therefore,research on quality of public service based on public perception contributes to understand the demand of public accurately,resolves the mismatch between public services provided by the government and the public demand,clear which public services have a better evaluation by the public and which are not recognized by the public.The result may provide a basis for targeted measures to raise the quality of public service.This paper provides public perception of public service quality evaluation system which contains 7 dimensions and 31 indicators based on SERVQUAL,SERVPERT and characteristics of the government's public service.Meanwhile,this paper which is based on the X county Administrative Service Center as the investigation object,using random sampling method.Using SPSS statistical analysis software to analyze sample data.The study found:there are 7 dimensions of public perceived public service quality.Effectiveness,empathy,compliance,responsiveness have a greater impact on the public perception of the overall service quality of public service.Tangibles, assurance,convenience is not too significant.Combined with research findings,this paper proposes some countermeasure of improving quality of public service based on public perception:First,cultivate high-quality service team.The second is to promote the administrative licensing department restructuring and reorganization.Third,we should improve the social supervision and feedback mechanism to public opinion.