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  本文選題：政府績效管理　切入點：滿意度　出處：《遼寧師范大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：政府績效管理研究是目前各國學(xué)者廣泛關(guān)注的重點問題。加強政府績效管理可以使政府治理更加透明和公正,更加具有科學(xué)性。當(dāng)前績效管理在我國的研究還處于起步階段,存在許多不完善的地方,在研究方式上主要以定性研究的居多,采用定量的研究方式還較少；在研究成果上主要以較抽象的概念研究為主,而缺少具體可以操作和執(zhí)行的研究結(jié)果。所以,加強績效管理的滿意度標準研究,具有很大的實際意義和理論價值。 本文正是在這樣的一個背景下以政府績效管理滿意度作為研究方向,希望通過本文的研究來提升政府績效管理的滿意度,促進政府工作效率,提升公眾滿意度。本文研究主要分為七大部分：緒論部分,對本文的研究背景、研究意義和研究內(nèi)容進行了闡述；第一部分是本文的研究理論鋪墊,通過對政府績效管理相關(guān)理論進行研究和閱讀,為本文的寫作提供了堅實的理論基礎(chǔ)。第二部分強調(diào)了滿意度理論對于政府績效管理的重要意義,以及二者之間的相互促進作用。第三部分通過問卷的設(shè)計和調(diào)查,對影響政府績效管理滿意度的影響因素給予調(diào)研,并進行實證分析,找出政府形象、公眾預(yù)期、感知質(zhì)量、公眾滿意度和公眾抱怨這五方面與政府績效管理滿意度之間的關(guān)系。第四部分在調(diào)研和訪談的基礎(chǔ)上,找出了當(dāng)前政府績效管理存在的問題。通過實證分析以及理論闡述,第五部分主要是對政府績效管理滿意度的測評體系給予構(gòu)建,并在政府績效管理滿意度測評體系構(gòu)建中參考了美國顧客滿意度模型,并對每個影響因素下設(shè)置了主要的考核指標。最后本文提出了政府績效滿意度提升的基本對策。希望通過本文的研究能夠為政府績效管理滿意度提升起到一定的借鑒作用。
[Abstract]:The research on government performance management is a key issue that scholars all over the world pay close attention to. Strengthening government performance management can make government governance more transparent, fair and scientific. At present, the research on performance management in our country is still in its infancy. There are many imperfections, in the way of research mainly qualitative research, the use of quantitative research methods are still less, in the research results are mainly more abstract concept research, Therefore, it is of great practical significance and theoretical value to strengthen the research on satisfaction standards of performance management. Under this background, this paper takes the satisfaction degree of government performance management as the research direction, hoping to improve the satisfaction degree of government performance management and promote the efficiency of government work through the research of this paper. This paper is divided into seven parts: introduction, the research background, significance and content of this study; the first part is the theory of this paper, Through the research and reading of the relevant theories of government performance management, it provides a solid theoretical basis for the writing of this paper. The second part emphasizes the importance of the theory of satisfaction to the government performance management. The third part through the questionnaire design and investigation to the impact of government performance management satisfaction factors are investigated and empirical analysis to find out the government image public expectations perceived quality. The relationship between the five aspects of public satisfaction and government performance management satisfaction. 4th, based on the investigation and interview, the author finds out the problems existing in the current government performance management. The 5th part mainly constructs the evaluation system of the government performance management satisfaction, and refers to the American customer satisfaction model in the construction of the government performance management satisfaction evaluation system. Finally, this paper puts forward the basic countermeasures to improve the government performance satisfaction. I hope that the research in this paper can play a certain reference role in the improvement of government performance management satisfaction.
【學(xué)位授予單位】：遼寧師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：D630

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本文編號：1614694