城镇智慧化服务满意度测评模型与实证

Research on the Evaluation of Service Satisfaction about Smart Towns

以公众满意度理论为基础,依据城镇居民需求,构建以制度环境、智慧文化、公众期望、质量感知及公众满意度为潜在变量的城镇智慧化服务满意度测评概念模型,进而建立9个研究假设和19个观测指标。选取广东乐从镇为研究对象,运用结构方程分析法对该模型进行验证。结果表明,制度环境、智慧文化、公众期望和质量感知都是影响公众满意度的重要因素,且每个潜在变量的影响强度和影响路径不同,进而提出了健全制度体系、营造文化氛围与提高公众期望值和质量感知效果等提升服务满意度的建议。

Based on CCSI and urban residents’needs,this paper builds a conceptual model which takes institutional environment,smart culture,public expectations,and perceptions of quality,and public satisfaction as latent variables to evaluate the service satisfaction of smart towns.Then this paper establishes 9 research hypotheses and 19 observation targets,selects Lecong Town in Guangdong Province as the object of study,and uses the structural equation method to test this model.The results show that all these latent variables are influential factors on public satisfaction and each of them has different strengths and paths.Finally,this paper puts forward some proposals to improve service satisfaction,such as establishment of constitutional system,construction of cultural atmosphere,and improvement of public expectation and perception of quality.