城市社区体育公共服务公众满意度的概念溯源、概念界定及含义分析

The Concept Tracing,Concept Definition and Implication Analysis of Urban Community Sports' Public Service's Satisfaction

以文献研究、专家访谈和逻辑分析为主要研究方法,通过梳理和解析国内外有关满意、满意度、顾客满意度和公共服务满意度等概念,在城市社区体育公共服务概念认识的基础上,试图界定城市社区体育公共服务公众满意度的概念并分析其内涵,研究旨在为不断丰富和完善我国城市社区体育公共服务绩效评价的理论和方法提供参考。研究认为,城市社区体育公共服务公众满意度是指公众以理性和感性的态度,将城市社区体育公共服务供给主体提供体育产品的实际表现与其对城市社区体育公共服务的期望进行差异性比较后,所形成的一种总体感受与主观评价,是公众在多次或经常接受城市社区体育公共服务过程中,感受体育产品或体育服务及其功能、特征和质量等满足自身需求程度的一种累积型心理反应。城市社区体育公共服务公众满意度的产生拥有其特殊的主体和客体,其是公众价值正确取向与理性判断的客观体现。当公众对城市社区体育公共服务的实际感知低于接受服务之前的期望值,公众就会感到失望、沮丧和郁闷,从而产生"比较不满意"或"非常不满意"的心理反应;反之,当实际感知超过期望值,则公众就会收获欣喜、愉悦和舒畅,从而达到"比较满意"或"非常满意"的心理状态。

On the basis of understanding of the urban community sports public service concept,and choosing such methods as literature study,expert interview and logical analysis to be the main research method,the aim is to define the concept of urban community sports＇ public service＇s satisfaction and analyzes its connotation by arranging and analyzing the domestic and foreign relevant satisfaction,satisfaction level,customer satisfaction and concept of the public service satisfaction. This research is mainly to enrich and perfect the theory and method of our performance evaluation of our country＇s urban community sports public service,and then to provide the reference. The result shows that urban community sports public service refers to the public with the attitude of rationality and sensibility,making different comparison between the actual performance of the urban community sports public service＇s supplication of sports products and service to the main people and their expectations to the urban community sports public service. Finally formed the general feelings and subjective evaluation. and these are cumulative psychological reactions,which are the reactions in the process of accepting community sports public service for many times to experience the sports products or service and their functions,characteristics and quality whether they would meet their own needs. Urban community sports public service and public satisfaction has it special subject and object,it is the objective expression of the public value orientation and rational judgment. This definition is on the basis of cognitive evaluation＇s satisfaction theory,and it has accumulated Fomell happy thoughts. When toe actual perception of urban community sports public service of the public is lower than the accepting service expectations of before,the public will feel disappointed,frustrated and depressed,and these would make the public have these kinds of psychological reaction like＂less satisfaction＂or＂very dissatisfied＂. Conversely,when the actual perception exceed the expectations,the public will feel happy,joyful and unlabored,This will achieve the state of mind like ＂satisfied＂or ＂very satisfied＂.