作　　者： (陶利萍）; (霍然）;

机构地区： 上海市质协用户评价中心

出　　处： 《中国标准化》 2017年第9期94-98,118,共6页

摘　　要： 本文基于全国公共服务质量满意度测评数据,选取公共服务满意度得分比较高的15个城市作为样本,利用相关分析法对全国公共服务满意度测评指标体系进行定量分析,筛选出其中最精炼的测评指标。目前满意度测评指标体系的设计通常采用定性分析的方法,指标体系比较全面,但指标间往往存在着大量信息重叠。本文通过定量分析的方法对指标体系进行优化,指标选取更为科学,对完善城市公共服务质量评价指标体系具有一定的理论借鉴意义。 Based on the evaluation data of national public service quality satisfaction, this paper selects 15 cities with the highest public service quality satisfaction as samples to make a quantificational analysis on the evaluation index system through correlation analysis and screen the most refining index. At present, the qualitative analysis is the usual method to design the satisfaction evaluation index system, which tends to be relatively comprehensive but information overlapped among the indexes. This paper optimizes the index system by quantificational method, which selects the indexes more scientifically and is of theoretical significance to the improvement of public service quality evaluation index system.

关 键 词： 公共服务 评价指标体系 相关性