社会公众满意度测评初探

On the Measure of the Public's Satisfaction Degree

社会公众满意度测评属于新兴的研究领域,其测评的对象为政府的公共行政服务。公众满意度源于在企业管理中所进行的顾客满意度,但在测评的基本要素及指标的选择上均有较大的区别。本文拟就社会公众满意度测评的意义、原则以及指标体系的具体架构等方面做一些探讨。

The satisfaction degree of the public is a new research field,which will provide a measure of the governmental administrative service for the public.Although the public's satisfaction degree originates from the satisfaction degree of customers in enterprises,there are still great differences between them,involving basic elements and the choice of index.This paper makes a discussion on the measure of public satisfaction degree in terms of the significance,principle and concrete index system.