本文選題：公共服務(wù) + 滿意度　； 參考：《大連理工大學(xué)》2015年碩士論文

【摘要】：作為大連市港航建設(shè)事業(yè)的重要管理部門,大連市港口與口岸局履行著海港、空港、口岸和現(xiàn)代物流業(yè)的有關(guān)法律法規(guī)貫徹執(zhí)行、行業(yè)管理和協(xié)調(diào)等職能,在大連市經(jīng)濟發(fā)展中承擔(dān)著重要角色。隨著經(jīng)濟發(fā)展新常態(tài)的到來,對外貿(mào)易格局不斷改變,產(chǎn)業(yè)結(jié)構(gòu)不斷調(diào)整,大連市港口與口岸局也面臨著新的挑戰(zhàn)與機遇。企業(yè)是否了解大連市港口與口岸局對港航企業(yè)行使管理和服務(wù)的職能,是否對其公共服務(wù)的各個方面感到滿意,感到不滿意的方面原因在哪里,怎樣改進(jìn)下一步的工作,這些成為大連市港口與口岸局面臨的新問題。針對這些問題,本文以公共服務(wù)滿意度評價模型的構(gòu)建為切入點,在歸納分析了國內(nèi)外學(xué)者的相關(guān)研究成果的基礎(chǔ)上,綜合運用多學(xué)科的研究方法,將不同的管理工具與統(tǒng)計工具相結(jié)合,通過歸納與演繹、調(diào)查與個案分析、實證與文獻(xiàn)調(diào)查、定性與定量結(jié)合、微觀與宏觀結(jié)合的方法,對大連市港口與口岸局公共服務(wù)滿意度進(jìn)行評價研究。在此過程中,本文將模糊綜合評價的方法應(yīng)用到公共服務(wù)滿意度評價中來,根據(jù)相關(guān)部門的職能劃分和實際情況,建立了評價指標(biāo)體系,構(gòu)建出了大連市港口與口岸局公共服務(wù)滿意度的模糊綜合評價模型。本文研究數(shù)據(jù)來自于問卷調(diào)查,包括大連市港口與口岸局公共服務(wù)滿意度因素權(quán)重調(diào)查問卷和大連市港口與口岸局公共服務(wù)滿意度調(diào)查問卷。在效度、信度檢驗通過的前提下,進(jìn)行了數(shù)據(jù)的整理和統(tǒng)計分析。分析結(jié)果表明：企業(yè)對大連市港口與口岸局公共服務(wù)綜合滿意度為比較滿意的水平,其中規(guī)劃建設(shè)、行政服務(wù)中心窗口服務(wù)、港口公共基礎(chǔ)設(shè)施建設(shè)管理等得分較高,水路運輸管理、危險化學(xué)品管理、物流業(yè)發(fā)展等得分較低。最后結(jié)合大連市實際情況,提出了提高大連市港口與口岸局公共服務(wù)水平的對策建議。
[Abstract]:As an important administrative department for port and shipping construction in Dalian, the Dalian Port and Port Bureau performs the functions of implementing, managing and coordinating the relevant laws and regulations of the port, airport, port and modern logistics industry. It plays an important role in Dalian's economic development. With the arrival of the new normal economic development, the pattern of foreign trade is constantly changing, the industrial structure is constantly adjusted, Dalian Port and Port Bureau is also facing new challenges and opportunities. Does the enterprise know that the Dalian Port and Port Bureau exercises the functions of management and service for the port and shipping enterprises, whether it is satisfied with all aspects of its public services, where the reasons for its dissatisfaction lie, and how to improve the next step of its work? These become the new problem that Dalian port and port bureau faces. In order to solve these problems, this paper takes the construction of public service satisfaction evaluation model as the breakthrough point, on the basis of summing up and analyzing the related research results of domestic and foreign scholars, synthetically applies the multidisciplinary research method. Combining different management tools with statistical tools, through induction and deduction, investigation and case analysis, empirical and literature investigation, qualitative and quantitative combination, micro and macro combination methods, This paper evaluates the satisfaction degree of public service in Dalian Port and Port Bureau. In this process, the fuzzy comprehensive evaluation method is applied to the evaluation of public service satisfaction, and the evaluation index system is established according to the functional division and actual situation of the relevant departments. The fuzzy comprehensive evaluation model of public service satisfaction of Dalian Port and Port Bureau is constructed. The research data of this paper come from the questionnaire, including Dalian Port and Port Bureau Public Service satisfaction Factor weight questionnaire and Dalian Port and Port Bureau Public Service satisfaction questionnaire. On the premise of validity and reliability test, data collation and statistical analysis are carried out. The results show that the enterprises are satisfied with the public service of Dalian Port and Port Bureau, among which the planning and construction, the administrative service center window service, the port public infrastructure construction management and so on have higher scores. Waterway transport management, hazardous chemicals management, logistics development and other low scores. Finally, according to the actual situation of Dalian City, the countermeasures and suggestions to improve the public service level of Dalian Port and Port Bureau are put forward.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F552.6

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