我国公共服务满意度的影响因素研究——基于CGSS的实证分析

Research on Influencing Factors of Public Service Satisfaction in China——Empirical analysis based on CGSS

公共服务满意度是衡量服务型政府建设成效的重要指标,而明确公共服务满意度的影响因素才能有针对性地采取措施推进服务型政府建设。本文通过构建公共服务满意度影响因素分析框架,利用中国综合社会调查(CGSS)2015年相关数据,采用Logistic模型,探讨个体、社会、政府三个层面的关键因素对公共服务满意度的影响。研究发现,个体层面的年龄、经济状况、身体健康状况与公共服务满意度正相关,农业户口、未婚居民的公共服务满意度更高;社会层面中,以互联网为主要信息来源的居民对公共服务满意度的评价更低;政府层面的公共服务资源充足程度、均衡程度、便利程度和普惠程度与公共服务满意度正相关。据此提出公众积极参与公共服务监督,企业利用技术创新公共服务工具,政府增加公共服务供给、促进公共服务均等化和加强网络治理等措施来提升居民的公共服务满意度。

Public service satisfaction is an important indicator to measure the effectiveness of service-oriented government construction,and only by identifying the influencing factors of public service satisfaction,can targeted measures be taken to promote service-oriented government construction.By outlining an analysis framework for the influencing factors of public service satisfaction,using the relevant data of CGSS in 2015 and the Logistic model,the relationship between public service satisfaction and various variables in the three aspects of citizenship,society and government is explored and discussed.The study found that citizen’s age,his or her economic status and physical health are positively correlated with public service satisfaction.Citizens with agricultural hukou and the unmarried have higher public service satisfaction;Internet technology used in the society is negatively correlated with public service satisfaction.Citizens who get information mainly from the Internet have lower satisfaction of public service;the degree to which sufficient,balanced,convenient and Inclusive public services are provided by the government is positively correlated with public service satisfaction.Based on this,it is proposed that citizens should actively participate in public service supervision,enterprises should use technology to innovate public service tools,and the government should increase public service supplies to promote equalization of public services,and strengthen network governance so as to improve citizens’public service satisfaction.