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| 基于顾客满意度的公共服务绩效测评——以沈阳市为例 | |
| 引用本文： | 孙宇,刘武,FAN Minglei,范明雷.基于顾客满意度的公共服务绩效测评——以沈阳市为例[J].沈阳大学学报,2009,21(1):30-34. |
| 作者姓名： | 孙宇 刘武 FAN Minglei 范明雷 |
| 作者单位： | 1. 沈阳大学工商管理学院,辽宁,沈阳,110041 2. 东北大学文法学院,辽宁,沈阳,110004 3. 东北大学机械工程与自动化学院,辽宁沈阳,110004 |
| 摘 要： | 以沈阳市为例,应用顾客满意度方法评价中国公共部门的绩效。随机选取423名市民,以问卷调查的方式对沈阳市公共服务部门的绩效进行评估,得出公众对各公共部门的满意度和信任度指数;通过结构方程模型分析,构建了由组织形象、感知质量、公众满意和公众信任为结构变量的公共服务满意度和信任度指数模型（CPSSTI）,以期有效反映公众对于公共服务的意见和评价,为加强民主法制建设、培养公共部门与公众的友好关系、创建和谐社会提供技术方法。 |
| 关 键 词： | 公共服务 绩效测评 顾客满意度 沈阳 |
Public Service Performance based on Customer Satisfaction Measurement: Taking Shenyang as an Example |
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| FAN Minglei.Public Service Performance based on Customer Satisfaction Measurement: Taking Shenyang as an Example[J].Journal of Shenyang University,2009,21(1):30-34. | |
| Authors: | FAN Minglei |
| Institution: | 1. College of Business Administration, Shenyang University, Shenyang 110041, China; 2. College of Literature and Laws, Northeastern University, Shenyang 110004, China; 3. College of Mechanics, Northeastern University, Shenyang 110004, China) |
| Abstract: | Taking Shenyang city as an example,the public sector performance and its implementation in China are evaluated by using the customer satisfaction method.A sample of 423 citizens in Shenyang is used to assess the performance of China＇s public administration with the questionnaire way,so as to get the citizen satisfaction and trust indices.Based on the analysis of structure equation model,the public service satisfaction and trust index is built with the structure variables of organization image,Perceived quality,citizen satisfactory,and citizen trust.The model can effectively reflect the citizen advices,strengthening the democratic structures and nurturing citizen-government relationship. |
| Keywords: | Public service performance evaluation customer satisfaction Shenyang |
| 本文献已被 维普 万方数据 等数据库收录！ | |