城市政务服务中心多维多层质量测量模型研究

Research on the Multi-dimensional and Multi-level Measurement Model of Urban Government Service Center Quality

质量测量是城市政务服务中心高质量发展的重要基础,准确识别并测量政务服务中心各维度质量,能为确定政务服务中心关键质量特性和质量目标、开展质量管理、促进质量持续改进提供有价值的参考信息。基于已有文献及实地观察,本文从社会公众感知视角构建城市政务服务中心多维多层质量测量模型,在武汉市民之家开展实证研究,对模型进行检验。社会公众感知的政务服务中心质量包含信息质量、系统质量、现场服务质量、结果质量4个主维度,17个子维度。在政务服务改革实践中,应根据质量测量结果对相关资源配置方案进行调整,以显著提升整体服务质量。

Quality measurement is an important foundation for the high quality development of urban government service centers.Accurately identifying and measuring the quality of each dimension of government service center can provide valuable references for identifying the key quality characteristics and determining quality objectives of government service center,conducting quality management,and promoting continuous improvement of quality.Based on the existing literature and field observations,a multi-dimensional and multi-level measurement model of urban government service center quality was constructed from the perspective of public perception,and an empirical study was conducted at the Wuhan Citizens'Home to test the model.The quality of government service center perceived by the public includes 4 main dimensions including information quality,system quality,on-site service quality and result quality,which contain 17 sub-dimensions.In the practice of government service reform,relevant resource allocation plans should be adjusted based on quality measurement results to significantly improve overall service quality.