本文選題：行政服務(wù)中心 + 公眾滿意度��； 參考：《燕山大學(xué)》2015年碩士論文

【摘要】：行政服務(wù)中心是行政審批制度改革的產(chǎn)物,是為建設(shè)服務(wù)型政府建立的一種新型服務(wù)機(jī)構(gòu)。隨著行政服務(wù)中心在我國各地方政府相繼建立,怎樣改進(jìn)其服務(wù)方式,解決其實(shí)際運(yùn)行過程中存在的問題,成為政府和學(xué)者越來越關(guān)注的重點(diǎn)。公眾是政府公共服務(wù)的顧客,行政服務(wù)中心提供的服務(wù)由公眾來進(jìn)行評(píng)價(jià)是最有說服力的。本文從公眾滿意角度對(duì)行政服務(wù)中心進(jìn)行評(píng)估,構(gòu)建了行政服務(wù)中心公眾滿意度測(cè)評(píng)模型,并對(duì)焦作市行政服務(wù)中心進(jìn)行實(shí)證測(cè)評(píng),對(duì)促進(jìn)焦作市行政服務(wù)中心的建設(shè)和完善有重大意義。首先,本文主要介紹了研究背景和意義,以及國內(nèi)外研究現(xiàn)狀,在此基礎(chǔ)上詳細(xì)闡述了行政服務(wù)中心的基本概念、特點(diǎn)和功能,論述了其建設(shè)和發(fā)展的理論基礎(chǔ)。其次,在原有公眾滿意度測(cè)評(píng)模型的基礎(chǔ)上深入分析了各潛變量,選取每個(gè)潛變量對(duì)應(yīng)可測(cè)量的指標(biāo),設(shè)計(jì)了行政服務(wù)中心公眾滿意度測(cè)評(píng)指標(biāo)體系,并對(duì)各指標(biāo)的權(quán)重進(jìn)行客觀的確定,找出影響公眾滿意度的關(guān)鍵指標(biāo)因素,在此基礎(chǔ)上使用模糊綜合評(píng)價(jià)數(shù)學(xué)模型構(gòu)建行政服務(wù)中心公眾滿意度測(cè)評(píng)模型。最后,運(yùn)用模型對(duì)焦作市進(jìn)行實(shí)證研究,設(shè)計(jì)并發(fā)放問卷,運(yùn)用統(tǒng)計(jì)軟件對(duì)調(diào)查數(shù)據(jù)進(jìn)行信度分析,在信度合格的前提下,對(duì)問卷數(shù)據(jù)進(jìn)行整理和統(tǒng)計(jì)。然后運(yùn)用測(cè)評(píng)模型對(duì)數(shù)據(jù)進(jìn)行計(jì)算,最終得出測(cè)評(píng)結(jié)果,根據(jù)結(jié)果指出制約公眾滿意度的影響因素,找出存在的問題,以此提出相應(yīng)的對(duì)策和建議。
[Abstract]:The administrative service center is the product of the reform of the administrative examination and approval system and a new service organization for the construction of a service-oriented government. With the establishment of administrative service center in various local governments in China, how to improve its service mode and solve the problems in its actual operation has become the focus of more and more attention of the government and scholars. The public is the customer of the government public service, and the service provided by the administrative service center is most persuasive to be evaluated by the public. This paper evaluates the administrative service center from the angle of public satisfaction, constructs the public satisfaction evaluation model of the administrative service center, and carries on the empirical evaluation to the Jiaozuo administrative service center. It is of great significance to promote the construction and perfection of Jiaozuo administrative service center. First of all, this paper mainly introduces the research background and significance, as well as the domestic and foreign research situation, on this basis, elaborated the basic concept, the characteristic and the function of the administrative service center in detail, discussed its construction and the development theory foundation. Secondly, on the basis of the original public satisfaction evaluation model, this paper deeply analyzes the latent variables, selects each latent variable to correspond to measurable indicators, and designs the public satisfaction evaluation index system of administrative service center. The weight of each index is determined objectively and the key index factors affecting public satisfaction are found out. On this basis the fuzzy comprehensive evaluation mathematical model is used to construct the public satisfaction evaluation model of administrative service center. Finally, using the model to conduct empirical research on Jiaozuo, design and issue questionnaires, use statistical software to analyze the reliability of the survey data, in the premise of qualified reliability, the questionnaire data collation and statistics. Then the evaluation model is used to calculate the data, and finally the evaluation results are obtained. According to the results, the influencing factors that restrict the public satisfaction are pointed out, and the existing problems are found out, and the corresponding countermeasures and suggestions are put forward.
【學(xué)位授予單位】：燕山大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：D630

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