Research On The Perception Of Government Service Quality Under The Perspective Of The "delegation, Regulation And Service" Refor

In recent years,with continuous progress in the reform of "delegating control over government services" and improving the business environment,government services have gradually improved and entered a stage of high-quality development.Deepening the reform of "delegating power,regulating and serving" is not only the inevitable requirement of the modernization of government governance system and governance capacity,but also the realistic need of building a service-oriented government.The government service hall is the frontier and the "last mile" to promote the reform of "delegating power,regulating and serving",and has become the basic support for all functional departments of the government to integrate resources and carry out their work effectively.However,in the face of the growing needs of the public for a better life,the public has not fully recognized the service experience and satisfaction of some links and processes of government services.In some reforms,there is a "temperature difference" between "high expectations" and "low reality".There is still a certain gap between the improvement and effective supply of government services and the demand and expectation of the public.Therefore,the study of the public’s actual perception and expectation in the process of government service becomes the focus of this paper.This paper takes A city of G Province as an example,takes the offline entity government service hall as the carrier,takes the public who come to the hall as the main research object,sorts out the research results in relevant fields at home and abroad,and draws on the SERVQUAL measurement model formed on the basis of total quality management theory.This is an explanatory frame for the gap between high expectation and low reality of government service perceived by the public.Based on the soft characteristics of "quality",this paper selects and modifies the measurement method of government service practice and SERVQUAL,as well as the evaluation dimension of public service quality,and finally forms an evaluation model with 7 dimensions of lawfulness,tangibility,assurance,responsiveness,empathy,convenience and reference,and 35 specific measurement items.The empirical analysis is based on the perception data of social public service quality measurement and evaluation in A city.The research shows that although the overall quality of government services in A city is relatively high at present,there is still a certain gap in some links and processes from the public’s expectations.Through the comprehensive analysis of the public perception questionnaire data and the interviews of the personnel of various government service departments in A city,the main problems existing in the gap between the public perception service and the expected service are concluded: First,the core value of data information has not been fully explored;Second,the concept of public demand service needs to be deepened;Third,the capacity to supply supporting policies for coordinated development is insufficient.In response to these problems,it is proposed to adhere to the "people-centered" development thought,provide systematic and long-term communication and interaction channels for the public,and build a virtuous cycle mechanism based on "data sharing as the center--response demand as the guidance--supporting supply as the basis",so as to enhance the public’s perception of the quality of government services,and continue to improve the overall quality of government services.