基本公共服务均等化满意度测评体系的建构与应用

The Construction and Application of Satisfaction Evaluation System on Equalization of Basic Public Service

顾客满意度测评作为新公共管理理论和新公共服务理论的核心理念,引入到我国之后,总体上经历了借鉴、国内模型构建、实际应用几个阶段。我国学者的研究已取得重大进展,但同时仍然存在着一些亟待解决的问题,主要包括两个方面:一是研究还处于探索期,没有确定一个公认的科学模型,特别是结构变量及其作用方向需要根据我国实际情况加以确定;二是相关调查问卷还有待进一步科学化。因此,本文特以基本公共服务均等化这一特定的政策内容为载体,试图从模型构建和调查问卷的角度对基本公共服务均等化满意度测评体系进行宏观的技术建构和设计,以期为我国公共服务满意度研究提供一个测评框架。

As a core concept of the new public management theory and the new public service theory, the evaluation of customer satis- faction has experienced several stages in China, from the reference to the construction of domestic model and then to the prac- tical application. The research of Chinese scholars on this aspect has made significant progress, but still faces some problem scurrent research is still in the exploration period, and not yet determined a recognized scientific model, especially the struc- ture of variable and its direction still need to be determined according to the actual situation of our country. The related ques- tionnaire also needs to be more scientific. Therefore, this article, regarding the equalization of basic public services as the car- tier, attempts to conduct the macro technology construction and design to the satisfaction assessment system of the equaliza- tion of basic public service, from the angle of model construction and questionnaire, with a view to provide an evaluation framework for China＇s research on public service satisfaction.