论政府公共服务的顾客满意度测量

Measuring Users' Satisfaction for Governmental Public Services

和谐社会是全面系统的和谐,强调以人为本。这就要求政府公共服务职能要重视公众对于政府公共服务的满意度并适当采取自下而上的评估测量方式。同时政府公共服务的全面质量管理也蕴涵了政府公共服务的顾客导向。在分析了公共服务中顾客的定义和分类以及顾客导向的含义之后,介绍了顾客满意度测量的基本模型并重点分析了我国政府公共服务的顾客满意度测量模型指标体系的构建,以及顾客满意度测量在我国政府窗口服务部门开展的操作可行性。

In a harmonious society the across-the-board humanitarian deeds/ideas provided by government should be emphasized systematically as the first. It follows that governmental departments shall provide ordinary citizens as users with public services and make much account of evaluating the indices of users＇ satisfaction from what and how they were served by way of a proper measurement. A concept of across-the-hoard quality control is thus put forward introducing the user-oriented measurement in governmental public services. Defining and classifying the users who receive the benefit from the user-oriented public services, a basic evaluation measurement model of users＇ satisfaction indices is described and the construction of the measurement index system to evaluate users＇ satisfaction for China＇ s governmental public services is discussed emphatically, as well as its operational feasibility for the open-door governmental service departments.