Research On Citizen Satisfaction Evaluation Of Service Effectiveness Of Public Institutions

As a unique public organization in China,public institutions mainly undertake the function of providing public welfare services and products,and aim to meet the basic service needs of citizens.Since the reform of institution-classification was promoted in2011,highlighting and strengthening the public welfare attributes,and improving the quality and efficiency of the public welfare service supply of public institutions have been important tasks that public institutions face in the new era.However,there are many problems in public institutions such as lack of power,weakening of public welfare,which seriously restricts the healthy development of public institutions and the effective supply of public welfare services.As the democratization process continues to accelerate,measuring public welfare service effectiveness of public institutions through the citizen has become an important instrument to refine the quality of public welfare service.And this mode of citizen evaluation has accumulated rich practical experience.Due to the lag of relevant theoretical research and the unsoundness of institutional mechanism,there is still a large gap between its actual and expected effectiveness,and it has not yet fundamentally promoted the service performance of public institutions.Therefore,it is especially urgent to optimize the citizen satisfaction evaluation in order to further improve the quality and efficiency of public service.This thesis is based on the New Public Service Theory,Stakeholder Theory and Citizen Governance Theory,uses normative analysis,empirical analysis and data analysis,summarizes current studies at home and abroad to research on citizen satisfaction evaluation of service effectiveness of public institutions.Firstly,this thesis reasoned the relationship between citizen satisfaction and evaluation of service effectiveness of public institutions,and found that they promoted mutually.To a certain extent,citizen satisfaction can be reflected the service effectiveness of public institutions.On this basis,this thesis further demonstrated that citizen satisfaction evaluation of public institutions is a harmonious unity of value rationality and instrumental rationality.Furthermore,this thesis borrowed from public sector,then constructed the organizational and technical systems of citizen satisfaction evaluation of service effectiveness of public institutions,and further applied them in the practice of Y City.In the in-depth analysis,it found that there were still many problems in Y City,such as institutional "bottlenecks",unavoidable gaming behavior,insufficient effectiveness of citizen participation,insufficient attention of governments and public institutions,technical limitations.Based on the reflection of the practice of Y City,four suggestions for optimizing the citizen satisfaction evaluation system are put forward from the system,the citizen,public institutions and technology,so that citizen satisfaction evaluation can be more effective and sustainable.Finally,through the above analysis,the author affirmed that the way of measuring service effectiveness of public institutions by citizen satisfaction should be continuously strengthened.It is not only a manifestation of democratization,but also an effective tool for public institutions to improve the quality and efficiency of services.