导　　师： 何宇青

学科专业： 120401

授予学位： 硕士

作　　者： ;

机构地区： 暨南大学

摘　　要： 随着我国经济的快速发展，城市化水平的不断提高，要真正意义上实现城市的现代化，就必须着力提高城市的管理水平。对于一个城市的建设和管理，市民是最直接，最广泛的参与者，随着生活水平的提高，市民对城市管理的需求和要求也越来越高，广大市民群众参与城市管理的积极性亦大幅提高，以公众满意为导向的城市管理正逐步走入人们的视野。用公众满意度来评价城管的服务质量不仅是社会发展的客观要求，也是国家构建服务型政府的必然要求。不过，针对我国城管服务的公众满意度实施的测评研究仍是刚刚起步，因此研究需要借鉴国内外有关顾客满意度方面的研究成果，需要对国内有关服务型政府理论、政府服务公众满意度、公众期望及统计学方法等基础理论进行深入的分析，综合剖析研究才能从中获得城管服务公众满意度测评研究的启示。 本文以城市管理综合行政执法局为研究对象，以江西省X市的城管为例，不但计算出该市城管部门在服务过程中公众满意度的得分，亦明确了公众满意度的构成因素，而且从分析中发现该市城管在提供服务中存在的问题，并在此基础上提出了对策。本研究得到的结论如下： 1、城管服务的公众满意度不因个人的统计变量的改变而改变，即个人的统计学变量发生变化，公众满意度不会受到影响而发生变化。 2、城管形象和服务感受是公众满意度的最大决定因素，即要想让公众获得切实满意，城管需要在其自身形象和所提供的服务感受方面做出努力。 3、公众期望对公众满意度不具有相关性，即公众对城市管理部门服务的期望值高低与否，与公众满意度无关。 4、学历对公众参与具有直接的正相关性，即学历越高，公众参与的意愿和积极性越强。 最后，论文对研究进行了 With the rapid development of our economy, city level unceasing enhancement, in order torealize the modernization of the city really, we must strive to improve the management level ofcity. For the construction and management of a city, the public is the most direct, most of theparticipants, with the improvement of living standards, people demand and the requirements ofcity management is more and more high, the enthusiasm of the masses of people to participate inthe city management has also greatly improved, city management oriented by public satisfactionis gradually into people's field of vision. With the public satisfaction evaluation of citymanagement quality of service is not only the objective requirements of social development, isalso the national construction of the inevitable requirement of service type government. However,the implementation of public satisfaction for our city management service evaluation research isjust started, so the research needs to draw lessons from the foreign and domestic researches oncustomer satisfaction, the need for the service oriented government theory, government publicsatisfaction, public expectations and statistical methods of in-depth analysis, comprehensiveanalysis in order to obtain the evaluation of the urban management department of publicsatisfaction from the enlightenment. Based on the urban management department as the research object, a city in JiangxiProvince as an example, not only the calculation of the city urban management sector of thepublic in the process of service satisfaction score, and found in the provision of services in thecity urban management problems from the analysis, and puts forward some countermeasures.The conclusions of this study are as follows: 1，Public satisfaction with the urban management department services not because ofstatistical variables personal changes, namely statistical variables personal change, publicsatisfaction does not change very much. 2，Urban image and service experience is the biggest determinant of public

关 键 词： 城管 公共服务 公众满意度 公众参与

领　　域： [政治法律] [政治法律]