地方政府公共服务质量评价体系及其应用

在追溯国外公共服务理论的发展轨迹和国内服务型政府的研究现状、依据新公共服务理论和顾客价值理论、分析公共服务的公民价值内涵及其实现过程而建立的面向公民价值的政府公共服务研究框架的基础上,地方政府公共服务质量评价指标体系包括功能价值、情感价值、社会价值和感知代价四个维度,共45个具体指标.基于该评价指标体系进行的理论分析和实证评价结果表明,基于公民价值的地方政府公共服务质量评价,既有利于形成公共服务导向的政府绩效评估模式,从而建立公共服务质量持续提升的长效保证机制,又可以帮助各级政府真正理解公民的价值需求,以便更有针对性地提供公共服务,从根本上推动我国服务型政府建设.

An Evaluation System of Local Government Public Service Quality and its Application

Reviewing the development of public service theories in the world and the research situation of service-based government in China based on the New Service Theory and Customer Value Theory,this study explores the citizen value dimension of government public service and its achieving process,and establishes a research framework for government public service towards citizen value.Based on this research framework,the evaluation system of local government public service quality consists of four dimensions,including functional value,feeling value,social value and perceived sacrifices,and 45 indicators.Using this evaluation system and Analytic Hierarchy Process method,this study also evaluates the public service qualities of 48 local governments in Zhejiang Province,comparing and clustering analyses about these local governments' public services.The results indicate that the evaluation of local government public service quality based on citizen value will be not only beneficial for the development of local government performance evaluating patterns with public service orientation and the establishment of long-term mechanism for improving the public service quality,but also helpful for understanding the citizen value needs and delivering the specific public service and establishing service-based governments at different levels of governments in China.