结构方程模型在公共部门公众满意度测评中的应用

The Application of the Structural Equation Model in Public Satisfaction Evaluation of Public Sectors

随着政府绩效评价工作的深入开展,公共部门公众满意度测评研究受到越来越多的关注。公众满意度测评涉及到对公众期望等较难直接测量的潜变量之间关系的分析,这对用于测评的工具提出了较高的要求,而结构方程模型正是能够满足这类要求的多元数据分析工具。由于用于私人部门的顾客满意度模型在经过了大量的调研实践和反复的数据验证基础上已经形成了较为完善的指标体系,所以公众满意度的结构方程模型可以在此基础上结合公共产品/服务的特点加以改进而形成,在运用中还要注意构建模型要有正确的理论基础等问题。

Along with the popularity of government performance evaluation, the public satisfaction evaluation of public sectors has been attracting more and more attention. The evaluation of public satisfaction concerns the analysis of some la- tent variables like public expectation, which presupposes high demands for evaluation tools. Fortunately, these high de- mands can be met by the structural equation model, the tool for multivariate analysis, The structural equation model for public satisfaction evaluation can be perfected on the basis of the features of public goods and public services, and the construction of such a model should be based on correct theories.