北京市公共服务满意度指数调查研究

Survey of Public Service Satisfaction Index of Beijing

借鉴政府职能理论和国内外顾客满意度理论研究成果和测评方法,结合北京市的实际发展情况,对公共服务的内涵、满意度测评、以及公共服务满意度测评指标体系、调查问卷、调查方案、数据处理与分析等进行一系列的研究。调查研究结果表明,本套评价体系,比较符合北京市的实际情况,指标体系和问卷设计合理,调查方法和质量控制可靠,计算出来的公共服务满意度指数基本属实,可为公共服务部门提供参考依据。

Within the premise of government functions and domestic and international achievements in theoretical research in customer satisfaction and evaluation methods, an indicator system of public service is presented in this paper. As the indicator system inherently requires, a questionnaire is strictly designed in a logic manner and applied to the survey of current level of public service in Beijing. As a result of data collection, processing and analysis, an index of public service satisfaction is obtained from the survey. The data shows that the questionnaire is reasonable, survey methods and quality control are reliable. The results of the survey further demonstrates that the evaluation system is satisfactory in reflecting the status quo of Beijing, and could provide reference to the public service sector.