公民驱动的行政服务质量评价框架设计与应用——以福建省漳州市行政服务中心为例

Framework Design and Application of Citizen-driven Administrative Service Quality Evaluation: A Case of Zhangzhou Administrative Service Center

行政服务质量评价是对行政服务改革效果检验的有效方法,它围绕公民期望和感知而设计,有利于更好地回应公民的服务期望和需求,体现政府服务的质量取向和回应性取向。依托服务质量管理理论,结合行政服务的特殊性,按照"视角转换-路径选择-指标构建-模型选择-量表检验-实践应用"的研究逻辑,能较好地构建行政服务质量评价体系,形成质量评价量表。以福建省漳州市行政中心为例,通过问卷调查,利用SERVQUAL质量评价模型中"期望(Expected Service)-感知(Perceived Service)"这一计算方法,可测量漳州市行政服务中心服务质量水平。根据测量结果,其服务质量改进区间和次序依次为:服务管理质量、服务过程质量、硬件设施质量和服务人员质量。

The evaluation of administrative service quality is an effective method to test the effect of administrative service reform. It is designed around citizens’ expectations and perceptions,which is beneficial to better respond to citizens’ service expectations and needs,and reflects the quality orientation and responsive orientation of government services. Relying on the service quality management theory combined with the particularity of administrative services,and following the research logic of "perspective conversion-path selection-index construction-model selection-scale test-practical application",we can better construct the administrative service quality evaluation system and form quality evaluation scale. Taking Zhangzhou administrative service center as an example,the service quality of Zhangzhou administrative service center can be measured by questionnaire survey and using the calculation method of "Expected Service-Perceived Service" in the SERVQUAL quality evaluation model.According to the measurement results,the interval and order of service quality improvement are: service management quality,service process quality,hardware facility quality and service personnel quality.