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Research On The Influencing Factors Of Public Perception Of Local Government Public Service Quality

Posted on:2020-10-11Degree:MasterType:Thesis
Country:ChinaCandidate:Z J TaoFull Text:PDF
GTID:2416330575453313Subject:Administrative Management
Abstract/Summary:PDF Full Text Request
This study attempts to examine the factors affecting perceived public service quality and their combined effects in the paradigm of mixed research.The people-centered connotation demands that the government should effectively proceed from the interests of the people and meet its growing needs for a better life.As a service recipient and feedback evaluator,the public has begun to explore the perception and evaluation of government public service related work from the public perspective as an important project to improve the quality of public services under the current "Internet+" trend.At the same time,it encourages government departments to think about issues from the perspective of the public,identify key influencing factors,help fill in the shortcomings of public service provision,make public services more accurate and more effective,and further enhance the public's sense of access and satisfaction.Based on in-depth interviews,the paper establishes a theoretical framework using multi-level coding of grounded theory.At the same time,it combines literature analysis and quantitative verification to explore the influencing factors of perceived public service quality and the influence of various explanatory variables under government trust.Firstly,the concept refinement and logical construction are carried out through multi-level coding to form a preliminary conceptual model.Then through the discussion of relevant literature to find the theoretical basis of model construction,combined with expert consultation method to carry out index correction.Finally,based on the questionnaires collected,the article used the stratified regression model and the SEM model to verify the influence of the relationship between the variables and the mediating effect after simple descriptive statistical analysis and correlation analysis.The research results show that the impact of service remediation,service efficiency and service process on the explanatory variables is gradually weakened,and government trust has a complete intermediary and partial intermediary relationship between service efficiency,service remediation and perceived service quality.Based on the results of the influencing factors,the article builds a more systematic and specific public service quality improvement mechanism map,in order to benefit the improvement of public service quality.
Keywords/Search Tags:Local Government, Perceived Public Service Quality, Grounded Theory, Mediating Effects, SEM
PDF Full Text Request
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