基于CSI的政府服务评价研究

A Research on Evaluating Public Services Based on CSI

本文在分析和借鉴企业客户关系管理中顾客满意度(CSI)理念的基础上,结合时代变化对政府变革的新要求,着重深入剖析了影响公众满意度的若干要素,不仅提出了评价公众满意度的方法、步骤和模型,同时给出了评价公众满意度的指标体系并用模糊综合评价法对其进行了数量分析。其目的旨在使服务型政府能够协同提供高效率和无缝隙化的公共服务,变革政府思维方式,使之完成从追求公共管理的过程化向追求公共服务结果质量化的转变,最终在为公众提供良好服务的同时提高公众对党和政府的满意度与忠诚度。

Based on the theory of Customer Satisfaction of CRM, considering the new time requirement for government reform, this paper analyzes some factors of affecting public satisfaction. This paper not only raises the method, steps, model and index system of evaluating public satisfaction, but also carries out a quantitative analysis of the index system by the Fuzzy Comprehensive Evaluation. The purposes of this paper are to promote service-oriented government to provide seamless and high-efficiency public services; to change the thinking way of government; to complete a change from pursuing the process to pursuing the result of public services; and to enhance the satisfaction and loyalty of the public to the Party and government while the government provides good services for the public.