地方政府教育管理公众满意度指数模型构建及实证研究

Public Satisfaction Index Model and Case Study on Government Education Management

分析影响地方政府教育管理公众满意度的主要因素,在借鉴美国经典顾客满意度指数模型的基础上,建立了由公众信任、教育行政部门形象、公众满意度、公众感知价值、公众感知质量与公众期望六个结构变量组成的政府教育管理公众满意度测评模型(GEMPSI),并对湖南省5个市(州)政府教育管理公众满意度测评进行了实证研究。最后对实证测评结果进行了分析,有针对地提出了改进地方政府教育管理公众满意度水平的具体对策。

By analyzing the main factor in the impact of public satisfaction with government education,based on referencing in the model of the classic American customer satisfaction index,we established the public satisfaction measurement model of government education by six structural variables,which are public trust,the image of governemnt,public satisfaction,public perceived value,public perceived quality and public expectations.And then we conducted an empirical study on customer satisfaction index in education management in five municipalities of Hunan province.Based on the result of empirical study,we discussed the level of public satisfaction on the sample of government education management and finally put forward specific countermeasures for improving the level of public satisfaction on the sample of government education management.