导　　师： 蔡中华

学科专业： L0202

授予学位： 硕士

作　　者： ;

机构地区： 北京化工大学

摘　　要： 本文以政府部门绩效评估理论为基础,从客户满意度的角度研究我国政府部门的绩效评估问题。首先,通过对相关文献资料的查阅、分析和整合,从总体上把握当前国内外政府部门绩效评估的研究现状,并对客户满意度理论、政府部门绩效评估的概念、类型、目标和方法等进行了归纳。其次,在借鉴国内外研究成果和对政府部门实地调查的基础上,参考《中国政府绩效评估研究》课题组设计的绩效评估指标体系和厦门大学卓越学者设计的绩效评估通用指标体系,并广泛征求在政府部门工作的相关专家和从事政府部门绩效评估研究的学者的意见,最终确定了本文基于客户满意度的政府部门绩效评估指标体系。该评估指标体系包括依法行政、工作效能、工作作风、廉洁自律和服务群众5个目标层指标,准确运用相关法律、法规及政策等26项准则层指标。接着,在构建基于客户满意度的政府部门绩效评估指标体系的基础上,利用层次分析法/(AHP/)确定各项指标权重,并运用模糊综合评估法/(FCE/)对政府部门的绩效进行评估。最后,以政府部门A为研究对象,通过客户满意度问卷调查进行实证研究,从客户满意度的角度对A部门的绩效进行评估,以此检验基于客户满意度的政府部门绩效评估体系的合理性和科学性,以期为政府部门提高绩效水平,更好地服务社会大众提供一些参考。 Based on the theory of customer satisfaction, combined with the government performance evaluation in our country, this paper discusses government performance evaluation from the perspective of customer satisfaction. First of all, this paper grasps government performance evaluation status both domestic and abroad, then summarizes it's concept, type and objective through a large number of related documents reference, analysis and integration. Secondly, according to domestic and foreign research as well as field survey on the government, based on the reference to the 'Research of the Chinese Government Performance Evaluation' research group and the 'general index system of performance evaluation', designed by Zhuo Yue, Xiamen University's professor, at the same time consulting experts worked in the government sector and scholars engaged in government performance assessment studies, this paper built the government performance evaluation index system under customer satisfaction environment. The evaluation index system includes five target level indicators, such as administration according to law, work efficiency, work style, self-discipline and service to people, and it also applies accurately of relevant laws, regulations and policy for the 26 guideline level indicators. Subsequently, based on the index system in performance evaluation of the government from the perspective of customer satisfaction, this paper uses Analytic Hierarchy Process to determine the index weight and fuzzy comprehensive evaluation to assess government performance. Finally, the dissertation sets A sector as the research object, does empirical study of customer satisfaction questionnaires, and accesses A sector from the perspective of customer satisfaction for the purpose of testing the rationality and science of government performance evaluation under customer satisfaction environment, in order to provide some references for the improvement of the performance level for the government and better service to the community.

关 键 词： 客户满意度 政府部门 绩效评估 层次分析法

分 类 号： [F27]

领　　域： [经济管理] [经济管理]