基于模糊归类模型的电子公共服务评价实证研究

Empirical Study on Electronic Public Service Evaluation by Using Optimal Fuzzy Cluster Models

在公共服务管理方面,电子公共服务的应用越来越广泛,为了提高服务型政府的公共服务能力与效率,就必须对电子公共服务的质量进行评价。本文探讨应用工业工程的系统评价理论来研究公共管理领域中电子公共服务评价的问题,在现有研究成果的基础上,构建了顾客导向的电子公共服务的测评指标,采用模糊归类模型对其服务进行评价,并对某政府部门的电子公共服务系统进行实证分析。分析结果客观地反应了该部门服务的水平。这为公共服务部门了解其电子公共服务的水平提供了分析方法,对未来电子公共服务的建设具有指导意义。

As a service-oriented government, it increasingly adopts electronic system for public service. To improve the ability and efficiency of electronic public service, it is necessary to evaluate the quality of an electronic public service system. In this paper, study on performance evaluation of public service is con- ducted by using the system evaluation theory originally from Industrial Engineering （IE）. In reference of the existing results, a set of electronic public service evaluation indexes is built. Then, statistics data are collected trough a questionnaire survey and exclusive interviews to corresponding users of a government sys- tem. With the data collected, an empirical study on service level is done by using optimal fuzzy cluster models. Results show that, by applying the proposed method, the service level obtained matches the prac- tical one well for the considered government system.