县级政府公共服务公民满意度研究——基于广东、河南、甘肃三县问卷调查的比较分析

A Survey on the Citizen Satisfaction with the Public Service of the Municipal/County Government—Based on the Cases of Three Cities/Counties in Guangdong,Henan,and Gansu Provinces

服务型政府建设的成效在很大程度上取决于政府提供公共产品和公共服务的能力、质量与效率。县级政府是我国公共产品与公共服务最主要的供给者,对其公共服务能力、质量、效率等满意度评价的重要主体是公民。笔者于2叭4年8月通过问卷调查、访谈、座谈的方式对广东省增城市、河南省汝州市和甘肃省永登县三个县级政府的公共服务公民满意度进行了研究,发现三地在提高公共服务质量的改革方面取得了一些成效,但总体上仍存在公共服务供需不匹配、公共服务资源配置不均衡、公共服务效率与质量不高、公共服务公民满意度不高等困境。在数据分析的基础上,分别提出了三地提高政府公共服务公民满意度的相关政策建议。三地虽属个案,但在服务型政府建设过程中,不同区域县级政府所面临的问题与解决问题的总体目标和思路具有较大相似性,研究对促进我国县级政府向服务型政府转型,进而推动政府整体向服务型政府转型具有可供参考的理论与现买价值。

The construction of the service-oriented government depends largely on the ability,quality,and efficiency of the government in providing public products and services.The municipal/county government is the main supplier of public products and services in China,and the citizens are the main evaluators of these public products and services.In August 2014 a citizen satisfaction survey was conducted in Guangzhou（a city in Guangdong province）,Ruzhou（city in Henan province）,and Yongdeng（a county in Gansu province）by means of the questionnaire,interview,and talk.The result shows that in these three cities/counties,the quality of public services has been improved through reforms;however,the following problems exist：there is still a mismatch between the supply of and the demand for public services;imbalanced allocation of public service resources remains;the efficiency and quality of public services are low;and citizen satisfaction with government services is not high.Based on data analysis,this paper outlines methods concerning how to improve the citizen satisfaction with public services supplied by the local governments in these three cities/counties.Although the cases discussed in this paper cannot be generalized as representative,similarities do exist in terms of problems and solutions faced by all municipal and county governments across regions;therefore,in both theory and practice,this study can be used as a reference in the transformation of the government＇s function from administration to the supply of public products and services.