城市公共服务满意度评价及影响因素研究——以山东省为例

Research on Citizen Satisfaction of Urban Public Service and Its Influencing Factors——Taking Shandong Province as An Example

关注城市公共服务满意度,对于建设服务型政府,提高市民公共服务的获得感、生活的幸福感与安全感水平具有重要意义。基于山东省城市公共服务满意度大规模电话访问调查数据(2017),发现该省的城市公共安全、公共事业服务满意度较高,而社会保障和公共医疗服务满意度则较低。满意度的地理区域分布总体呈现出东部沿海城市相对较高,中部、南部和北部的内陆城市则较低的情况。另外,城市层面变量(人均GDP、人均公共财政支出)和个人层面变量(政府信任度、政府回应性、居民期望值、人口统计学变量)能够解释城市公共服务满意度的差异性。基于公共服务供给侧视角,我们应从完善服务供给主体、精准服务供给内容、明确服务供给权责、活跃服务供给思维、畅通服务供给沟通等路径,优化城市公共服务供给。

Paying attention to the citizen satisfaction of urban public service is of great significance to the construction of a service-oriented government and the improvement of the citizens' sense of acquisition of public service,happiness and safety.Based on the large-scale telephone interview survey data of citizen satisfaction of urban public service in Shandong Province (2017),this paper evaluates the level of urban public service in the province and it is found that the satisfaction of urban public safety and public service is higher,while that of the social security and public health services is lower.The geographical distribution of satisfaction degree generally shows that the eastern coastal cities are relatively high,while the inland cities in the central,southern and northern regions are lower.This study also finds that the urban variables,such as per capita GDP,per capita public finance expenditure,and individual variables,can explain differences in citizen satisfaction.Finally,based on the perspective of the public service supply side,the research proposes the policy recommendations for optimizing the supply of urban public services.