社区社会组织的公共服务供给质量:评价框架、实证分析与治理改进

Public Service Quality of Community Social Organizations:Evaluation Framework,Empirical Analysis and Governance Improvement

在高质量发展的背景下和社区治理精准化、精细化的指向下,社区社会组织的公共服务供给质量的重要性凸显出来,但目前相关研究存在供给主体聚焦不够、结构特征剖析不够、质量改进把控不够等局限性。本文基于现代治理网络下的公共服务供应链理论,锚定社区社会组织在公共服务供应链中的角色关系,构建起“双向四维”的质量评价框架,并综合采用层次分析法、模糊综合评价法和加权平均法对其加以实证应用。结果表明,“共情性”是当前社区社会组织在公共服务供给中的首要质量短板,“资源保障的有力度”、“信任与承诺”和“服务效率”也是服务质量的薄弱点。因此,从优化个性服务、提高服务效率、增强沟通协调、完善资源保障四个方面进行治理改进,能够促进社区社会组织的公共服务供给质量的动态平衡和持续提升。

Under the background of high-quality development and the direction of the precision and refinement of community governance,the importance of the quality of public services by community social organizations is highlighted.However,relevant research has some limitations,such as insufficient focus on the supply subject,insufficient analysis of structural characteristics,insufficient control of quality improvement and so on.Based on the public service supply chain theory under the modern governance network,this paper anchors the relationship of community social organizations in the public service supply chain,and constructs a“two-way and four-dimensional”quality evaluation framework,and applies it empirically by using analytic hierarchy process,fuzzy comprehensive evaluation method and weighted average method.The results show that“Empathy”is the primary quality weakness of public service of community social organizations,and“the strength of resource guarantee”,“trust&commitment”and“service efficiency”are also the weak points of service quality.Therefore,we must improve governance from four aspects:Optimizing personalized services,Improving service efficiency,Enhancing communication and coordination,Improving resource guarantee.These governance paths can promote the dynamic balance and continuous improvement of the quality of public services by community social organizations.