导　　师： 李军

学科专业： 1201

授予学位： 硕士

作　　者： ;

机构地区： 五邑大学

摘　　要： 随着科学技术的迅速发展和政府职能的转变,政府行政服务中心建设进入蓬勃发展的阶段。行政服务中心的建立主要以便民、高效、廉洁、规范为目的,集信息与咨询、审批与收费、管理与协调、投诉与监督为一体,展开窗口式服务办公。建立行政服务中心的初衷是为人民服务,因此行政服务中心服务的好坏由公众评价才最具说服力。本文在地方政府行政服务评价中引入顾客满意度,从公众的角度出发评价行政服务质量,对提高行政服务中心的建设和改善行政服务水平有重大意义 本文首先介绍了行政服务公众满意度的必要性和可行性,探讨了国内外顾客满意度研究现状,在比较顾客满意度测评方法和研究行政服务满意度特征后,选取结构方程模型为本文的研究方法。 然后,在探讨行政服务中心理论和功能机制的基础上,详细分析了行政服务公众满意度的影响因素。通过对国内外经典顾客满意度模型和美国公共部门顾客满意度模型的结构分析,探究这五个模型在结构关系、变量选择以及统计方法上的共同特征,选取公众期望、感知质量、公众满意、公众信任和公众抱怨为潜在变量,初步建立行政服务公众满意度指标体系并提出研究假设。 最后,以江门市行政服务中心为例,构建行政服务公众满意度量表,在信度检验和效度检验合格的前提下,对问卷调查数据进行整理和描述性统计分析。然后运用结构方程模型法对数据进行拟合和评价,验证了满意度模型的合理性,同时根据各变量之间的相关关系对假设进行验证。根据行政服务满意度和重要度得分,客观分析江门市行政服务中心的现状,指出目前行政服务的优点和不足之处,从而探索性提出改进江门市行政服务的对策与建议。 With the rapid development of information technology and the transformation of government functions, the construction of Government Administrative Service Center has been vigorous developed. The establishment of this center is aimed to be convenient, efficient, with clean hands and standardize. It is a mixture of collection of information and advice, approval and charges, management and coordination of complaints and supervision, which gives window-type services to public. The original intention of the establishment of this center is to serve people, therefore, the feedback from public is the most convincing things to tell whether it is good or not. An assessment of the local government administrative services which is introduced in this article includes the customer satisfaction degree. It is with great meaning when assessing and improving the construction of the service center from public's point of views. Firstly, the article introduces the necessity and feasibility of public satisfaction of the administrative service, explored the status of domestic and international Customer Satisfaction Index, and selects Structural Equation Model as the research method after comparing the Customers Satisfaction Index Measurement Method and the research of the satisfaction features about the administrative services. Secondly, bases on the exploration of administrative services theoretical basis and functional mechanisms, the article gives a detailed analysis of the impact factors of the public satisfaction. Through the functional analysis of the Classic Customer Satisfaction Models both at home and abroad and the Customers Satisfaction Index of U.S. public sector, it explores common characteristics of the structural relationship, variable selection and statistical methods of these five models, selects public expectations, perceived quality, public satisfaction, public confidence and public complain as a potential variable, and then establishes the administrative service satisfaction index system and raises the hypothesis. Last but not least, takes the administrative service center of Jiangmen as an example, establishes the public satisfaction scale of administrative services. With the premise of reliability and validity examinations, it organizes the survey data and makes a descriptive statistical analysis. After that, assesses the data by using the Structural Equation Model, and verify the rationality of the satisfaction model. At the same time, it checks the correlation between each variable. According to the scales of administrative service satisfaction and importance degree, it objectively analyses the status of Jiangmen's administrative service center and indicates its advantages and disadvantages so as to raise the solutions and suggestions for improvement.

关 键 词： 行政服务中心 公众满意度 结构方程模型

分 类 号： [D630]

领　　域： [政治法律] [政治法律]