公民满意度与公共服务绩效相关性问题的再审视

目前,公民满意度调查已经广泛应用于我国公共服务绩效评估.这种广泛应用是建立在公民满意度与公共服务绩效显著相关这一理论预设基础上的,但综合国外该问题被提及以来30年间有代表性的研究,并没有客观数据证明公民满意度与公共服务绩效存在显著相关.通过对国外相关文献再研究,我们发现,公民满意度与公共服务绩效显著相关理论预设中,蕴含着它们之间具有方向一致和数量一致的判断.但是,公民满意度在反映公共服务绩效时存在诸多先天缺陷,公民满意度测评具有政治利益诉求性、政绩宣传性、政府价值表达性等工具性价值.

Revisiting the Linkage between Citizen Satisfaction and Public Service Performance

At present,citizen satisfaction survey has been widely used in public service performance management in China.Such practice is mainly based on the hypothesis that citizen satisfaction and public service performance are significantly correlated.Although this view has been discussed for thirty years,we have not found substantial evidence to support it in any representative literature.Through the research on related literature,this paper compares the direction and the quantity dimensions in the hypothesis to explain the restrictions in applying citizen satisfaction to measuring public service performance.It aims at exploring and figuring out the value of citizen satisfaction as a measurement.In addition,the paper reassesses the correlation between citizen satisfaction and public service performance.