摘要
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.
出处
《上海行政学院学报》
CSSCI
北大核心
2014年第1期23-29,共7页
The Journal of Shanghai Administration Institute
基金
2011年国家社科基金重大项目<中国特色社会主义民主政治的理论建构与战略路径研究>(11&ZD019)的阶段性研究成果
新加坡南洋理工大学公共管理研究院与上海交通大学国际与公共事务学院共同开展的"连氏中国城市服务型政府指数项目"的阶段性成果
关键词
公共服务
公众满意度
绩效评估
城市政府
Public Service
Public Satisfaction
Performance Evaluation
Metropolitan Government