基于ACSI的公众满意度测评模型与指标体系研究

Public satisfaction test based on ACSI a study on model and index system

美国顾客满意度指数(American Customer Satisfaction Index,ACSI)是一种组织外部绩效的测量工具,世界上对它的应用和借鉴非常广泛,其中不乏在公共部门的使用。文章通过借鉴美国顾客满意度指数模型的组织绩效测量方法及其在公共部门的应用模式,结合我国公共部门的特点,设计出了适合我国公共部门的公众满意度测评模型与指标体系。

ACSI is a measuring tool for external performance of an organization, which is widely adopted in the world, including public organizations. Based on ACSI and its application to public organizations, this paper offers a design of public satisfaction test model and index system which is appropriate for public organizations in our country.