论"顾客导向"的政府服务质量测评

顾客导向的政府服务质量测评是当代政府研究中一个非常重要的方面,也是了解和把握政府社会管理实践状况的一个重要途径。西方国家的"顾客导向"政府服务质量测评以顾客感知服务质量和顾客满意为主要方式。政府管理的复杂性使得政府服务质量测评模式具有自身的特殊性,使政府服务质量测评具有三大要点。我国政府服务质量测评应该从中国行政体制的特点出发,将顾客感知质量作为测评重点,建立一套旨在改善政府与公众信任关系的测评体系。

The Appraisal of Government Service Quality under the Customer- orientation Environment

The appraisal of government service quality under the customer-orientation environment is a very important aspect of the modem government study and a very important channel in grasping situation of government social management practice.It is the main form of the Western governments' customer-orientation service quality appraisal to grasp how much the customers per- ceive and satisfy service quality.The appraisal of government service quality has its own special natures with three different points owing to the complex attributes in government management.We should make our appraisal under Chinese administrative system's characteristics by the customer perceived service quality,and establish a set of service quality measurement to improve the rela- tious between the government and the public.