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The Research On The Quality Assessment Of Township Government Public Service By Service Quality Gap Model

Posted on:2019-05-05Degree:MasterType:Thesis
Country:ChinaCandidate:Y H DuanFull Text:PDF
GTID:2416330548471630Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
The township government,which is the most basic organization of China's administrative authorities,is the ultimate executor of the current construction of the service-oriented government.However,there are still many problems in the supply of public services of township governments in China.The public services provided by township governments cannot truly meet the needs of farmers,and the equalization of basic public services in urban and rural areas is difficult to achieve,and the overall quality of public service teams is relatively low.The problems are testing the public service capabilities of township government.It has become an urgent task for the township government to strengthen the service capacity of township government,improve the quality of public service of township government,and provide the quality service that satisfies the farmers.In this paper,through an empirical study of the quality of public services in township governments,the current status of public service quality of township governments is assessed;the key factors affecting the quality of public services of township governments are analyzed through the analysis model of the service quality gap of township governments,and the existing ones are identified.Specific issues,which propose targeted improvement strategies.The writing framework of this article covers six parts:The first part is introduction.This part introduces the research background and significance of the paper,sorts out the research status at home and abroad,defines the important concepts involved,and briefly introduces the theoretical resources,research methods,structure arrangement,innovation and features of the research.The second part is the research model,basic assumptions and evaluation programs.This section constructs an analysis model for the public service quality gap of township governments;puts forward three related assumptions;and determines the evaluation plan for township government public service quality.The third part is the statistical analysis and interviews of the questionnaire.This part uses statistical data analysis software to conduct statistical analysis of the collected data and collate the interview results.The fourth part is the analysis of hypothesis verification results.This section verifies the three relevant hypotheses proposed in the second section and analyzes the verification results.The fifth part is the thinking of improving the public service quality of township government.Combining with the essential requirements of the nudge theory,this section proposes corresponding strategies for improving the quality of the public services of the township government in response to the evaluation results.The sixth part is the summary and outlook.This section mainly summarizes the achievements and deficiencies of this study and looks forward to future research directions.The innovation and features of this article are mainly reflected in three aspects:Firstly,the analysis model is well-suited.Based on the service quality gap model,this paper constructs the public service quality gap model of township government that is suitable for this study according to the characteristics of the public service of township government.Through this model,the gaps in the provision of public service of township government are carried out.Comprehensive analysis to find out the specific problems in the quality of public services,and to indicate the direction of improvement in service quality.Secondly,the evaluation dimension is innovative.Based on the tangibility,reliability,responsiveness,assurance,and empathy of the SERVQUAL evaluation method of the PZB research team,the study of the public behavior model based on the nudge theory and the perspective of behavioral economics from the evaluation dimension were constructed.Two new dimensions that are closely related to the public service quality of the township government,that is,information and convenience,more comprehensively assess the quality of public services.Thirdly,the improvement strategy is targeted.Nudge theory essence request,on the basis of empirical research,on the questionnaire data analysis results and the interview results problems reflected in the villages and towns government from four aspects,proposed to improve the quality of public service in the corresponding policy Suggestions.
Keywords/Search Tags:tow-nship government, public service quality, service quality gap model, nudge theory
PDF Full Text Request
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