公共服务满意度及其影响因素研究——基于2015年上海17个区县1调查的实证分析

Research on Public Service Satisfaction and its Influencing Factors:An Empirical Study Based on a Survey in 17 Urban Districts in Shanghai

基于对上海17个区县5 100位居民对公共服务满意度的实证分析,本研究发现,上海市居民对公共服务满意度的评价总体较为满意,但在不同区县和不同领域之间存在较大差异。公共服务满意度的影响因素可分为客观因素和主观因素两类,通过多层线性模型分析进一步发现,主观层面的因素对公共服务满意度有着较强的影响,对区县间差异的解释能力较强。其中,居民对政府工作的参与度、居民对政府工作的知晓度、居民的公益活动参与水平等都对公共服务满意度有显著的正向影响,性别也对公共服务满意度有显著影响;客观因素对公共服务满意度影响力较弱。因此,政府要在积极提升居民对政府工作和社会工作参与水平、增加公共服务的财政投入、提高公共服务投入效率等方面努力,以促进改进政府公共服务,提高居民的公共服务满意度。

Based on an empirical study of public service satisfaction Shanghai, findings from this research indicate that residents in Shanghai of 5100 residents in 17 urban districts in were generally satisfied with public services. There are, however, significant differences among different districts and counties. In this paper, the influencing factors of public services were classified into two categories, subjective factors and objective factors. It is further found through HLM model that subjective factors have rather profound influence on public service satisfaction with powerful explanatory ability on differences among districts and counties. Residents＇ degree of participation in government affairs, residents＇ degree of knowledge of government affairs and residents＇ participation level of public service activities have significant positive influence on urban residents＇ public service satisfaction, while gender has significant influence as well. On the other hand, objective factors have weaker influence on public service satisfaction. This paper concludes that Shanghai local governments should increase public participation of municipal affairs, increase investment in public services and enhance public service input efficiency in order to improve public satisfaction of government public services among urban residents in Shanghai.