顾客满意度在政府绩效评估中的运用

Application of Customer Satisfaction Degree in the Government Performance Evaluation

分析了西方资本主义国家政府绩效评估的历史及现状,结合中国国内政府绩效评估方面存在的问题,提出了采用顾客满意度评估政府绩效的方法。通过对政府管理部门绩效评估案例的分析,进一步说明了用顾客满意度评估政府绩效的特点和可行性。对于建立科学化、民主化的现代政府绩效管理来说,这种从社会公众参与的角度评价政府绩效的方法具有深远的意义。

Studying the history and the present condition of the performance evaluation in western countries as well as analysing the evaluation model being used in China now,this paper puts forward a new evaluation model called customer satisfaction degree(CSD).Through a case study, it explains the character and feasibility of CSD. To establish a democratic, scientific and modern government performance evaluation system, this method, based on public participation, has a great influence in the future.