中国大城市公共服务公众满意度的测评与政策建议

Measurements and Recommendations on Public Satisfaction Index on Government Performance in Major Metropolises in China

公共服务公众满意度的科学测评是建设服务型政府的基础工作和必要条件。本文基于国内外有关公共服务公众满意度的测量方法、指标体系和现存的问题,构建出了适合我国大城市公共服务公众满意度的测评指标体系。进而,本文通过计算机辅助电话问卷调查系统(CATI)对34所大城市进行的问卷调查,结果提示公众对大城市的公共服务提供满意度已达到了较高水平,但对其余维度的满意度均较低,进而导致公众对公共服务的总体满意度不高,从而提出了公众满意度总体水平的提高不应过度依赖于公共服务提供的满意度,应优先提高公众对政府效能、信息公开和公众参与等满意度的政策建议。

The scientific evaluation of public satisfaction with government performance is vital for building the service-oriented gov- ernment. On condition of the analysis of the evidence and measurement methods of the citizen satisfaction index in developed countries, this articles builds a set of citizen satisfaction index on government performance in major metropolises in China. Through the survey con- ducted by Computer-Assisted Telephone Interviewing （CATI） in 34 major metropolises in China, the results suggest that citizen satisfac- tion with government performance is not optimistic. In terms of the specific dimensions of the evaluation index, citizen satisfaction with public services has reached a high level, while the other dimensions such as citizen satisfaction with government efficiency, information disclosure and public participation is pessimistic. To improve the overall level of citizen satisfaction with government performance, it should give priorities to the development of government efficiency, information disclosure and public participation.