服务型政府创建过程中的对象满意度实证调查--以兰州市A部门为例

Empirical Investigation of the Objects Satisfaction Degree in the Creating of the Service-oriented Government——Taking A Department of Lanzhou City Government as an Example

建设服务型政府是当前我国政府改革的目标及发展趋势,实施对象满意度实证调查是准确把握服务型政府实践现状与问题的重要手段。为此,以兰州市A部门的服务对象满意度调查为样本,在充分借鉴国内公共领域满意度调研经验的基础上,介绍了服务对象满意度调查的实践过程,对满意度的指标设置、问卷设计、调研控制、问卷检验、数据分析以及调查结论、政策建议等方面进行了一系列的探索,以期为进一步推进服务型政府的建设提供有益的借鉴。

Building service--oriented government is the target and trends of our government＇s reform,and the implement of the Satisfaction degree empirical investigation is an important means of accurately grasping current status and problems of the service--oriented government practices. So, taking A department of Lanzhou as an example, on the basis of ully learn the experience of satisfaction degree research in domestic public domain the article introduced the process of the satisfaction survey. The article researched several aspects of the satisfaction degree such as：the satisfaction index set, questionnaire design, survey control, questionnaire testing, data analysis , conclusions, policy recommendations and so on to provide useful lessons for promotin~ the construction of service--oriented government.