基于KPI和SERVQUAL理论的政府热线服务绩效评价关键指标研究

Study on Key Indicators in Performance Evaluation of Government Hotline Service Based on Theories of KPI and SERVQUAL

近年来,我国政府热线建设全面铺开。作为社会管理和公共服务的重要窗口与有机组成,在建设'五位一体'服务型政府的背景下,政府热线服务的绩效水平备受关注。本文在对政府热线服务的区别性特征进行分析梳理的基础上,综合运用KPI理论和SERVQUAL量表研究构建了政府热线绩效评价的关键指标框架,以期为开展政府热线绩效评价提供技术参考。

In recent years, the government hotline in China has been developing dramatically. As the important window and essential part of social management and public service, and with the background of constructing 'Five in One' and service-oriented government, the performance level of government hotline service is drawing more and more attention. Based on analyzing the cases of standards system of government hotline and ineffective service, this paper researches and points out the key factors impacting the performance of government hotline service by comprehensively using the theories of service standardization, service failure and ETA, in order to offer technical basis enhancing performance of government hotline service.