基于模糊多属性决策的政府公共服务公众满意度测评研究

On Public Satisfaction Appraisal for Government Service Based on Fuzzy Multiple-attribute Decision

政府公共服务的公众满意度测评具有不确定性,因为影响政府公共服务的公众满意度的某些因素是模糊的,很难直接用统计的方法确定这些因素的具体判断值。针对政府公共服务公众满意度测评的这一难点,运用基于期望值的模糊多属性决策方法,采用定量指标和定性指标相结合的区间型评价矩阵,区分主观偏好值和客观偏好值求解指标权重,最终求得政府公共服务的公众满意度,为定量测评政府公共服务的公众满意度提供了一种比较科学、可行的模式。

Public satisfaction appraisal for government public service has the characteristic of uncertainty because some factors affecting public satisfaction to government public service are fuzzy and their specific values are too difficult to work out hy statistics. In order to solve this problem, the paper applies the theory of Fuzzy Multiple-attribute Decision based on expected value. In addition, it adopts interval appraisal matrix that combines quantitative indexes with qualitative indexes to differ the subjective and objective preference value and solve the index weight, then finally get the degree of public satisfaction for government public service, as well as offer a comparatively scientific and feasible method for assessing public satisfaction.