公众感知行政服务质量模型与评价研究——跨地区、跨公众群体的比较研究

本文在借鉴服务企业成熟的顾客公众感知质量测评研究成果的基础上,开发了公众感知行政服务质量的测评模型.数据分析结果表明,不同于私人企业和公共服务质量的测评,政府机关有独特的公众感知行政服务质量测评维度,分别是便利性、响应性、透明性、守法性、实效性和保证性.同时,本研究分别针对不同地区、不同部门、不同学历和不同调查地点的数据进行了比较研究,发现并分析了不同公众类型在感知行政服务质量方面所存在的差异.

The Study on the Model and Evaluation of the Public Perceived Administrative Services Quality:A Comparative Study of Different Regions and Different Public

With the development of government reform movements and the deepening of government performance evaluations across the world, government administrative service quality appraisal has received considerable attention at home and abroad. By reviewing the researches on the customer perceived quality in services industry, and public service quality standards taken by governments of western countries in their quality reform movements and quality dimensions proposed by the administrative experts, this paper explore...