本文選題：基本公共服務(wù)　切入點(diǎn)：基本公共服務(wù)質(zhì)量　出處：《吉林大學(xué)》2015年博士論文　論文類型：學(xué)位論文

【摘要】：中國(guó)正處于“十二五”規(guī)劃綱要實(shí)施的關(guān)鍵時(shí)期，提升基本公共服務(wù)質(zhì)量是現(xiàn)階段各級(jí)政府的基本職責(zé)。要改進(jìn)基本公共服務(wù)質(zhì)量，離不開(kāi)評(píng)價(jià)�；竟卜⻊�(wù)質(zhì)量評(píng)價(jià)應(yīng)作為規(guī)范政府公共服務(wù)行為，有效控制政府部門(mén)依法履職，提升公眾滿意度和信任度的重要工具，也能成為逆向促進(jìn)政府部門(mén)形成質(zhì)量氛圍和意識(shí)的有效手段。為此，需要對(duì)基本公共服務(wù)質(zhì)量評(píng)價(jià)的概念、屬性、本質(zhì)要求、基本原則、理論基礎(chǔ)、技術(shù)方法、操作策略等進(jìn)行研究，以促進(jìn)基本公共服務(wù)質(zhì)量的持續(xù)改進(jìn)，解決現(xiàn)階段面臨的基本公共服務(wù)質(zhì)量水平難以滿足日益增長(zhǎng)的公共需求的問(wèn)題。論文主要采用的研究方法包括文獻(xiàn)研究、比較研究、系統(tǒng)分析、多學(xué)科研究和定性分析等，采用的技術(shù)路線是遵循理論-方法-實(shí)踐的研究思路，既充分重視基本公共服務(wù)質(zhì)量評(píng)價(jià)的理論探討，又著力分析基本公共服務(wù)質(zhì)量評(píng)價(jià)的技術(shù)方法，以便探究科學(xué)全面地評(píng)價(jià)基本公共服務(wù)質(zhì)量的實(shí)踐策略。論文的創(chuàng)新點(diǎn)主要表現(xiàn)在四個(gè)方面：一是嚴(yán)格和規(guī)范地梳理了績(jī)效和質(zhì)量的區(qū)別和聯(lián)系，明確了兩者的范圍邊界，改變了現(xiàn)階段學(xué)界對(duì)質(zhì)量與績(jī)效概念界定模糊、邊界不清的研究現(xiàn)狀；二是全面解讀了基本公共服務(wù)質(zhì)量的涵義，拓展了現(xiàn)有的滿意度的質(zhì)量?jī)?nèi)涵，是對(duì)目前我國(guó)公共領(lǐng)域質(zhì)量涵義理解的補(bǔ)充和完善。還從基本公共服務(wù)的服務(wù)性和公共性特點(diǎn)出發(fā)分析了基本公共服務(wù)質(zhì)量的特質(zhì)屬性，填補(bǔ)了目前我國(guó)學(xué)界對(duì)公共服務(wù)質(zhì)量的屬性特質(zhì)研究的空缺；三是系統(tǒng)分析了全面質(zhì)量管理理論、成本效益理論、客戶關(guān)系管理理論在政府應(yīng)用的機(jī)理及其存在的缺陷，并借用平衡計(jì)分卡、公共價(jià)值理論、可持續(xù)性理論、利益相關(guān)者理論等對(duì)三種理論在政府部門(mén)應(yīng)用存在的對(duì)組織的戰(zhàn)略、成本、利益、需求等因素考慮欠乏，以及對(duì)公共服務(wù)目標(biāo)的多維性和長(zhǎng)期性、政府與公民關(guān)系的復(fù)雜性考慮不周全等問(wèn)題進(jìn)行了糾正性研究，采用多學(xué)科理論融合的策略完善了目前我國(guó)學(xué)界對(duì)強(qiáng)調(diào)公共領(lǐng)域直接導(dǎo)入其他學(xué)科質(zhì)量管理理論的研究不充分的現(xiàn)狀；四是提出了基本公共服務(wù)質(zhì)量評(píng)價(jià)的綜合分析框架，改變了現(xiàn)有的基于感知質(zhì)量評(píng)價(jià)的通用質(zhì)量測(cè)評(píng)方法，實(shí)現(xiàn)了對(duì)基本公共服務(wù)質(zhì)量的全面監(jiān)測(cè)和綜合評(píng)價(jià)。 本文主要內(nèi)容概括如下： 第1章緒論部分。本章主要探討了論文選題的緣由及研究的意義，綜述了國(guó)內(nèi)外研究的現(xiàn)狀，提出了論文的結(jié)構(gòu)框架和研究方法，并對(duì)論文的創(chuàng)新之處和研究的不足進(jìn)行了歸納概括。 第2章基本公共服務(wù)質(zhì)量評(píng)價(jià)的概念屬性。本章主要研究四項(xiàng)內(nèi)容。一是對(duì)質(zhì)量、服務(wù)質(zhì)量、公共服務(wù)質(zhì)量和基本公共服務(wù)質(zhì)量四個(gè)概念進(jìn)行遞進(jìn)式研究。二是對(duì)基本公共服務(wù)質(zhì)量的特質(zhì)屬性做出解讀，提出基本公共服務(wù)具有交互性、不可傳遞性、模糊性、依附性等固有屬性，以及公平正義性、參與性、合規(guī)性、目標(biāo)相容性等賦予屬性。三是闡明基本公共服務(wù)質(zhì)量評(píng)價(jià)的五項(xiàng)本質(zhì)要求，即以公共需求為評(píng)價(jià)基點(diǎn)、以公共利益為評(píng)價(jià)主旨、以公民本位為價(jià)值準(zhǔn)繩、以公職履行為價(jià)值尺度、以公眾滿意為評(píng)價(jià)標(biāo)準(zhǔn)。最后提出基本公共服務(wù)質(zhì)量評(píng)價(jià)的四個(gè)基本原則，即基本公共服務(wù)質(zhì)量評(píng)價(jià)應(yīng)遵循整體性考量、系統(tǒng)性關(guān)聯(lián)、多維性設(shè)計(jì)和層次性展現(xiàn)等原則。 第3章基本公共服務(wù)質(zhì)量評(píng)價(jià)的理論基礎(chǔ)。本章主要分析了三種理論。政府提供公共服務(wù)范圍的廣泛性、服務(wù)目標(biāo)的復(fù)雜性、社會(huì)環(huán)境的多變性、服務(wù)過(guò)程中影響因素的不確定性，政府和公民關(guān)系的特殊性，以及質(zhì)量概念的模糊性等決定了對(duì)公共服務(wù)質(zhì)量和基本公共服務(wù)質(zhì)量進(jìn)行管理和評(píng)價(jià)并非易事。全面質(zhì)量管理理論、成本效益分析理論和客戶關(guān)系管理理論能夠?yàn)楣卜⻊?wù)提供的“事前”、“事中”、“事后”三個(gè)階段的質(zhì)量監(jiān)控和測(cè)評(píng)提供理論支撐。但這些理論在應(yīng)用于政府領(lǐng)域時(shí)存在的一些固有缺陷需要輔以平衡計(jì)分卡、公共價(jià)值理論、可持續(xù)性理論、利益相關(guān)者理論等相關(guān)理論的協(xié)同配合，才能為公共服務(wù)質(zhì)量和基本公共服務(wù)質(zhì)量的管理與評(píng)價(jià)提供更好的理論指導(dǎo)。 第4章基本公共服務(wù)質(zhì)量評(píng)價(jià)的技術(shù)方法。本章首先對(duì)服務(wù)質(zhì)量評(píng)價(jià)的3個(gè)基本技術(shù)模型的工作原理、測(cè)評(píng)方法以及存在的優(yōu)勢(shì)和局限進(jìn)行研究，在此基礎(chǔ)上提出基本公共服務(wù)質(zhì)量評(píng)價(jià)可選模型——CIPP模型，綜合分析了CIPP模型技術(shù)與KANO模型、SERVQUAL模型在基本公共服務(wù)質(zhì)量評(píng)價(jià)中的使用。然后對(duì)基本公共服務(wù)質(zhì)量評(píng)價(jià)方式進(jìn)行了研究，重點(diǎn)分析了三種普遍使用的質(zhì)量評(píng)價(jià)方式，即標(biāo)準(zhǔn)族認(rèn)證評(píng)價(jià)、卓越績(jī)效評(píng)價(jià)和滿意度評(píng)價(jià)，并據(jù)此提出基本公共服務(wù)質(zhì)量評(píng)價(jià)至少應(yīng)選擇合規(guī)性評(píng)價(jià)和滿意性評(píng)價(jià)兩種評(píng)價(jià)方式進(jìn)行綜合測(cè)評(píng)。此外，本章還詳細(xì)分析了內(nèi)部評(píng)價(jià)、外部評(píng)價(jià)、主觀評(píng)價(jià)、客觀評(píng)價(jià)四種評(píng)價(jià)方式，指出基本公共服務(wù)質(zhì)量應(yīng)采用內(nèi)部與外部相結(jié)合、主觀與客觀相結(jié)合的評(píng)價(jià)方法。最后歸納了基本公共服務(wù)質(zhì)量評(píng)價(jià)的一般流程。本章通過(guò)對(duì)基本公共服務(wù)質(zhì)量評(píng)價(jià)的模型、方式、方法，，以及評(píng)價(jià)流程的深入研究，旨在為當(dāng)前中國(guó)基本公共服務(wù)質(zhì)量評(píng)價(jià)實(shí)踐提供參考。 第5章基本公共服務(wù)質(zhì)量評(píng)價(jià)的操作策略。本章主要探究了基本公共服務(wù)質(zhì)量評(píng)價(jià)的內(nèi)容選擇、主體選擇、組織建設(shè)以及結(jié)果應(yīng)用等四個(gè)方面的操作策略。得出：基本公共服務(wù)質(zhì)量評(píng)價(jià)在內(nèi)容選擇上應(yīng)從內(nèi)部、消費(fèi)者和外部三個(gè)維度來(lái)考慮；在評(píng)價(jià)主體的選擇上應(yīng)構(gòu)建一個(gè)由基本公共服務(wù)的消費(fèi)者、提供者、上級(jí)部門(mén)和主管領(lǐng)導(dǎo)、紀(jì)檢監(jiān)察部門(mén)等利益相關(guān)者構(gòu)成的多元質(zhì)量評(píng)價(jià)主體體系進(jìn)行評(píng)價(jià)；從評(píng)價(jià)組織的結(jié)構(gòu)、能力、監(jiān)督以及職業(yè)道德四個(gè)方面研究基本公共服務(wù)質(zhì)量評(píng)價(jià)組織的建設(shè)策略；在評(píng)價(jià)結(jié)果應(yīng)用方面可以將基本公共服務(wù)質(zhì)量評(píng)價(jià)結(jié)果與獎(jiǎng)勵(lì)和問(wèn)責(zé)關(guān)聯(lián)起來(lái)，與資源配置和績(jī)效評(píng)估相掛鉤，充分發(fā)揮質(zhì)量評(píng)價(jià)的激勵(lì)、監(jiān)督、調(diào)控和導(dǎo)向作用。 論文研究的基本結(jié)論主要包括：①質(zhì)量不同于績(jī)效�？�(jī)效大多涵蓋經(jīng)濟(jì)、效率、效能、效果、公平、滿意度。而質(zhì)量不僅僅是公眾需求的滿足程度，還包括遵守預(yù)先制定的程序和規(guī)范、滿足預(yù)先規(guī)定的輸入（投入）要求、符合預(yù)先設(shè)定的結(jié)果或效果的要求、實(shí)現(xiàn)功能最大化、以正確的方式做正確的事情、滿足一系列質(zhì)量標(biāo)準(zhǔn)的程度、具有公共精神等多方面涵義，二者既有交叉，也有不同。②基本公共服務(wù)質(zhì)量不僅具有交互性、不可傳遞性、模糊性、依附性等內(nèi)在固有屬性，也具有公平正義性、參與性、規(guī)范性、目標(biāo)相容性等外界賦予屬性。這些固有屬性和賦予屬性是基本公共服務(wù)質(zhì)量本質(zhì)的具體體現(xiàn)，研究基本公共服務(wù)質(zhì)量的這些屬性是為了使評(píng)價(jià)主體在質(zhì)量評(píng)價(jià)過(guò)程中能夠根據(jù)基本公共服務(wù)質(zhì)量的特質(zhì)性要求選擇適當(dāng)?shù)姆椒ê筒呗詫?shí)施評(píng)價(jià)。③基本公共服務(wù)質(zhì)量評(píng)價(jià)是內(nèi)部、消費(fèi)者和外部三個(gè)維度的綜合考量，內(nèi)容不僅包括公共服務(wù)提供的資源耗用、過(guò)程結(jié)果、產(chǎn)出結(jié)果、產(chǎn)出效益、需求滿足程度和滿足能力以及社會(huì)影響和后果，而且包括公共服務(wù)的目標(biāo)責(zé)任、標(biāo)準(zhǔn)規(guī)范和價(jià)值負(fù)荷。④基本公共服務(wù)質(zhì)量評(píng)價(jià)采用內(nèi)部與外部相結(jié)合、主觀與客觀相結(jié)合的評(píng)價(jià)方法，實(shí)現(xiàn)對(duì)基本公共服務(wù)從服務(wù)條件、資源耗用到服務(wù)過(guò)程及產(chǎn)出結(jié)果和后果等質(zhì)量要素的科學(xué)、全面的評(píng)價(jià)。⑤基本公共服務(wù)質(zhì)量評(píng)價(jià)是由服務(wù)的消費(fèi)者、提供者、上級(jí)部門(mén)和主管領(lǐng)導(dǎo)、紀(jì)檢監(jiān)察部門(mén)等多種利益相關(guān)者共同構(gòu)成一個(gè)多元的基本公共服務(wù)質(zhì)量評(píng)價(jià)主體體系共同參與評(píng)價(jià)，使政府部門(mén)的服務(wù)工作置于社會(huì)監(jiān)督之下，并通過(guò)不同利益相關(guān)者的多體互動(dòng)增強(qiáng)彼此之間的配合與制約，盡量減少和避免各評(píng)價(jià)主體之間的摩擦與沖突，從而促使評(píng)價(jià)組織得出盡可能客觀、準(zhǔn)確的評(píng)價(jià)結(jié)果。
[Abstract]:China is in the key period of "12th Five-Year" plan for the implementation of the present stage is the basic duty of governments at all levels to improve the quality of basic public services. To improve the quality of basic public services, cannot do without evaluation. The quality of basic public services as the standard of evaluation should be the government's public service for government departments to perform their duties according to law, effective control, an important tool to improve the public satisfaction and trust, can become an effective means to promote government departments to form reverse quality atmosphere and consciousness. Therefore, the concept of need to evaluate the quality of basic public services property, essential requirement, basic principles, theoretical basis, technical methods, research methods of operation, in order to promote the continuous improvement of the quality of basic public services the basic public service quality, to solve the challenges to meet the growing public demand problems. The main research method in this article Including literature research, comparative research, system analysis, multidisciplinary research and qualitative analysis, the technical route is to follow the theory method of practice, not only pay full attention to the quality of basic public service evaluation theory, focuses on the analysis of evaluation method of basic public service quality, in order to explore the practice of scientific and comprehensive strategy to evaluate the quality of basic public services. The innovation of this paper is mainly manifested in four aspects: one is the strict and standardized combing the relation and difference between the performance and quality, clear the scope of the two, to change the present academic circles on the quality and performance of fuzzy concept, the research status of the boundary is not clear; two is a comprehensive interpretation of the quality of basic public service connotation, expand the connotation of the quality of the existing satisfaction, is the supplement of China's public sector and improve the understanding of the meaning of quality from. Service and public characteristics of basic public services, analysis of the characteristics of quality of basic public services, to fill the current attributes on the quality of public service I Ancient Chinese Literature Search community vacancy; three is a system of comprehensive quality management theory, cost-benefit theory, the theory of customer relationship management in the application and the existing defects of government mechanism the use of Balanced Scorecard, public value theory, sustainable theory, stakeholder theory and so on are three kinds of theories in the government departments of application of the organization's strategy, cost, benefit, needs to consider factors such as lack of public services, as well as the multidimensional goal and long-term, the complexity of the relationship between government and citizen is not well considered such problems were corrected by fusion research, the theory of multidisciplinary approach to improve the current of Ancient Chinese Literature Search stressed that public domain directly into the other Research status of quality management theory is not sufficient; the four is to put forward a comprehensive analysis framework of quality evaluation of basic public services, changed the general quality evaluation method based on the existing perceptual quality evaluation, to achieve a comprehensive monitoring of the quality of basic public services and comprehensive evaluation.
The main contents of this paper are summarized as follows:
The first chapter is the introduction. This chapter mainly discusses the reason and significance of the topic selection, summarizes the research status at home and abroad, puts forward the structure and research methods of the thesis, and summarizes the innovations and shortcomings of the research.
The second chapter the concept of attribute quality of basic public service evaluation. This chapter mainly studies four parts. One is the quality of quality, service, progressive research on the quality of public services and basic public service quality four concepts. Two is the attributes on the quality of basic public services to make interpretation, put forward the basic public services are interactive. Not the transmission, fuzziness, dependence of intrinsic property, fairness and justice, participation, compliance, goal compatibility attributes. Three is the five to clarify the essence of basic public service quality evaluation requirements, namely to public demand for the evaluation of the basis, in the public interest for the evaluation purpose, to citizens as the standard of value, the value of public performance scale, with public satisfaction as the evaluation criteria. Finally put forward four basic principles of quality evaluation of basic public services, namely the evaluation of basic public service quality should follow the whole The principles of physical examination, systematic association, multidimensional design and hierarchical presentation.
The third chapter is the theoretical base of basic public service quality evaluation. This chapter mainly analyzes three theories. Extensive scope of public service provided by government, the complexity of the service target, changeable social environment, influence factors of uncertainty in the process of service, the special relationship between government and citizens, as well as the quality of the concept of fuzziness etc. the decision is not easy to manage and evaluate the quality of public services and basic public service quality. The total quality management theory, cost benefit analysis theory and the theory of customer relationship management to provide the public service "in advance", "things", "after" quality monitoring and evaluation of the three stages but these provide theoretical support. Theory is applied in government areas there are some inherent defects need to be supplemented by the balanced scorecard, public value theory, sustainable theory, stakeholder theory and other related theory In order to provide better theoretical guidance for the management and evaluation of the quality of public service and the quality of basic public services, the coordination and coordination of the theory can provide better theoretical guidance for the management and evaluation of the quality of public service and the quality of basic public services.
Methods the fourth chapter of basic public service quality evaluation. The working principle of the 3 basic models of the first chapter of service quality evaluation, evaluation methods and the advantages and limitations of the research, put forward on the basis of the basic public service quality evaluation model -- CIPP model, a comprehensive analysis of the technology and the KANO CIPP model. Using the SERVQUAL model in the evaluation of the quality of basic public services. Then the evaluation of the quality of basic public services is investigated, analyzed three kinds of commonly used quality evaluation methods, namely standard certification evaluation, evaluation of performance evaluation and satisfaction, and puts forward the basic public service quality evaluation should be at least the evaluation and selection of compliance evaluation and satisfaction of the two evaluation methods of comprehensive evaluation. In addition, this chapter also analyzes the internal evaluation, external evaluation, subjective evaluation, customer The concept of evaluation of four kinds of evaluation methods, pointed out that the quality of basic public services should adopt the combination of internal and external evaluation, subjective and objective methods. Finally summarizes the general process of evaluation of the quality of basic public services. This chapter through the evaluation of the quality of basic public service model, way, method, and in-depth study of the evaluation process. In order to provide reference for the quality evaluation of Chinese basic public services practice.
The fifth chapter is the basic public service quality evaluation of the operation strategy. This chapter mainly explores the quality of basic public service evaluation of content selection, subject selection, organization construction and the four aspects of application of the operation strategy. The quality of basic public service assessment should be based on the choice of the content of internal and external, the three dimensions of consumers to consider; in the choice of the evaluation subjects should build a basic public service consumers, providers, superior departments and competent leadership, in the evaluation of the main evaluation system of multivariate quality constitute the discipline inspection and supervision departments and other stakeholders; ability evaluation from the structure, organization, supervision and occupation moral quality in four aspects of basic public service evaluation the construction of the organization strategy; in the application of evaluation results can be the basic public service quality evaluation results and rewards and accountability associated with management The source allocation and performance evaluation are linked to the full play of the incentive, supervision, control and guidance functions of quality evaluation.
The basic conclusions of this dissertation include: the quality is different from the performance. The performance mostly covering the economy, efficiency, effectiveness, efficiency, fairness, satisfaction and quality. Not only to meet the public demand, also includes compliance with pre established procedures and norms, to meet a predetermined input (input) meets the predefined requirements, the result or effect, achieve the maximum function, do the right thing in the right way, to meet a series of quality standards, with public spirit and other aspects of the meaning, the two have a cross, there are also different. The basic public service quality not only has interactive, non transferability, fuzziness, attachment such inherent attributes, with fairness and justice, participation, normative, goal compatibility given outside attributes. These inherent attributes and attributes of basic public service quality is the embodiment of the essence, Study on basic public services, the quality of these attributes is to make the evaluation subject in the quality evaluation process according to the requirements of the evaluation of implementation of selection of proper methods and Strategies of quality traits of basic public services. The quality of basic public services is the internal evaluation, comprehensive consideration of the three dimensions of consumer and external, includes not only the provision of public service resources the process of consumption, the output, output efficiency, and ability to meet the demand satisfaction and social impact and consequences, but also the objectives of public service responsibility, standards and quality of basic public services. The load value of the assessment by the combination of internal and external evaluation, subjective and objective methods, implementation of basic public services from the service conditions, resource utilization to the service process and the output results and consequences of quality factors of scientific, comprehensive evaluation of the basic. The public service quality evaluation is composed of service consumers, providers, superior departments and competent leadership, discipline inspection and supervision departments and other stakeholders together constitute a diversified quality of basic public service evaluation subject system to participate in evaluation, make the service work in the society under the supervision of government departments, and enhance the cooperation and restriction between each other by body interaction of different stakeholders, to reduce and avoid the friction and conflict between the evaluation subject, so as to promote the evaluation organization obtained as objective as possible, accurate evaluation results.

【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2015
【分類號(hào)】：D630

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