哈爾濱市行政服務(wù)中心公眾滿意度測評研究
發(fā)布時間：2018-08-14 16:16
【摘要】：20世紀(jì)六七十年代以來,西方國家為解決傳統(tǒng)管制型政府的辦事效率低下、行政成本過高、服務(wù)水平滯后、束縛經(jīng)濟(jì)發(fā)展等問題,紛紛對政府行政部門進(jìn)行績效改革。這場聲勢浩大的改革運(yùn)動被稱為“新公共管理”運(yùn)動。在西方國家行政改革的過程中,其普遍的做法是在政府公共部門中引入“企業(yè)化”管理、運(yùn)作模式,借助市場競爭機(jī)制等有效手段來實(shí)現(xiàn)“政府再造”,改善政府公共物品、公共服務(wù)的供給質(zhì)量,改造政府績效。從而達(dá)到提高公眾滿意度,重新贏得公眾對政府的信心和支持,以及最終促進(jìn)社會、經(jīng)濟(jì)和諧穩(wěn)步發(fā)展的目的。到了20世紀(jì)90年代,在經(jīng)濟(jì)全球化的推動下,西方行政改革思想在我國深入的發(fā)展,我國政府開始了構(gòu)建服務(wù)型政府的探索。在此背景下,為了促進(jìn)我國服務(wù)型政府的構(gòu)建,各地方政府相繼成立了行政服務(wù)中心。行政服務(wù)中心作為政府簡化行政審批程序,優(yōu)化行政審批制度的改革產(chǎn)物,是一種新型政府服務(wù)機(jī)構(gòu)。它不僅是政府惠民便民的服務(wù)場所同時也是政府向公眾進(jìn)行形象展示的窗口。因此,如何改進(jìn)行政服務(wù)中心的服務(wù)方式,提高服務(wù)質(zhì)量成為政府和學(xué)術(shù)領(lǐng)域的研究重點(diǎn)。公眾作為政府的服務(wù)對象,對政府提供服務(wù)做出的評價最具說服力也最具權(quán)威性。所以,要充分發(fā)揮公眾在行政服務(wù)中心績效評價中的主體作用,客觀、公正的對行政服務(wù)中心進(jìn)行公眾滿意度測評從而達(dá)到促進(jìn)行政服務(wù)中心良性發(fā)展的目的。為了豐富行政服務(wù)中心的理論研究體系,促進(jìn)我國行政服務(wù)中心的發(fā)展和完善。本研究選取行政服務(wù)中心理論研究中比較薄弱、不豐滿的公眾滿意度測評作為研究課題。以哈爾濱市行政服務(wù)中心公眾滿意度測評為范例進(jìn)行探索研究,旨在通過自己的努力為行政服務(wù)中心的發(fā)展事業(yè)做出一份貢獻(xiàn)。在公眾滿意度測評研究上,本研究以美國的公眾滿意度測評模型為研究的基礎(chǔ),根據(jù)哈爾濱行政服務(wù)中心的實(shí)際發(fā)展需要調(diào)整變量,運(yùn)用層次分析法構(gòu)建公眾滿意度量化測評模型。進(jìn)而通過模糊綜合評價方法設(shè)計公眾滿意度調(diào)查問卷對哈爾濱市行政服務(wù)中心進(jìn)行滿意度測評。整個量化測評模型構(gòu)建過程的權(quán)重確定,以及測評過程中的數(shù)據(jù)計算、處理借助專業(yè)的數(shù)據(jù)處理軟件yaahp軟件來實(shí)現(xiàn)。本研究的主要研究思路為:首先,介紹了研究的背景、意義、國內(nèi)外研究動態(tài),在此基礎(chǔ)上詳細(xì)的闡述了行政服務(wù)中心的基本概念、特點(diǎn)、發(fā)展歷程以及研究的理論基礎(chǔ)。其次,在美國顧客滿意度指數(shù)模型的基礎(chǔ)上,根據(jù)哈爾濱市行政服務(wù)中心的實(shí)際情況調(diào)整變量,選取評價指標(biāo)構(gòu)建評價指標(biāo)體系,并借助yaahp軟件運(yùn)用層次分析的原理合理的確定各指標(biāo)權(quán)重,構(gòu)建公眾滿意度量化測評模型。最后,應(yīng)用所構(gòu)建的公眾滿意度量化測評模型運(yùn)用模糊綜合評價法設(shè)模糊綜合調(diào)查問卷對哈爾濱市行政服務(wù)中心進(jìn)行實(shí)證研究,找出哈爾濱市行政服務(wù)中心公眾滿意度測評揭示出的問題,提出相應(yīng)的解決對策。通過哈爾濱行政服務(wù)中心公眾滿意度測評的實(shí)證研究,筆者發(fā)現(xiàn)通過公眾滿意度量化測評模型能夠清楚直觀的了解行政服務(wù)中心的公眾滿意狀況以及問題的存在方面,從而有力于我們給出具體的、有效的對策,促進(jìn)行政服務(wù)中心的發(fā)展及完善。此外,借助yaahp軟件對行政服務(wù)中心進(jìn)行公眾滿意度測評基本可行,且具有節(jié)省時間、計算精準(zhǔn)、操作方便等眾多優(yōu)勢。
[Abstract]:Since the 1960s and 1970s, in order to solve the problems of inefficiency, high administrative cost, lagging service level and restraining economic development of the traditional regulatory government, western countries have carried out performance reform on government administrative departments. This momentous reform movement is called "new public management" movement. In the process of reform, the common practice is to introduce "enterprise" management, operation mode, and effective means such as market competition mechanism to realize "government reengineering", improve the supply quality of government public goods and public services, and transform government performance, so as to improve public satisfaction and win back the public. In the 1990s, under the impetus of economic globalization, western administrative reform thought developed deeply in our country, and our government began to explore the construction of service-oriented government. Local governments have set up administrative service centers one after another. As a result of the reform of simplifying administrative examination and approval procedures and optimizing the administrative examination and approval system, administrative service centers are a new type of government service institutions. They are not only the service places for the government to benefit the people but also the window for the government to display its image to the public. The public, as the service object of the government, has the most convincing and authoritative evaluation on the service provided by the government. Therefore, we should give full play to the public's main role in the performance evaluation of the administrative service center, and be objective and impartial. In order to enrich the theoretical research system of administrative service centers and promote the development and perfection of administrative service centers in China, this study selects the weak and unsatisfactory public satisfaction evaluation in the theoretical research of administrative service centers. As a research topic, this paper takes the public satisfaction evaluation of Harbin Administrative Service Center as an example to explore and study, aiming at making a contribution to the development of the administrative service center through our own efforts. The actual development of the administrative service center needs to adjust the variables, and AHP is used to construct the quantitative evaluation model of public satisfaction. Then the questionnaire of public satisfaction is designed by fuzzy comprehensive evaluation method to evaluate the satisfaction of Harbin administrative service center. The main ideas of this study are as follows: Firstly, the background, significance and research trends at home and abroad are introduced. On this basis, the basic concepts, characteristics, development process and theoretical basis of the administrative service center are elaborated in detail. Secondly, on the basis of the American customer satisfaction index model, according to the actual situation of Harbin administrative service center to adjust variables, select evaluation indicators to build evaluation index system, and with the help of Yaahp software to reasonably determine the weight of each indicator, build a quantitative evaluation model of public satisfaction. The quantitative evaluation model of public satisfaction is constructed. The fuzzy comprehensive evaluation method is used to set up a fuzzy comprehensive questionnaire to make an empirical study of Harbin administrative service center. The problems revealed in the evaluation of public satisfaction of Harbin administrative service center are found out and the corresponding countermeasures are put forward. Based on the empirical study of measurement and evaluation, the author finds that the quantitative evaluation model of public satisfaction can clearly and intuitively understand the public satisfaction of administrative service centers and the existing problems, so as to effectively give us concrete and effective countermeasures to promote the development and improvement of administrative service centers. The public satisfaction evaluation of service center is basically feasible, and has many advantages, such as saving time, accurate calculation, convenient operation and so on.
【學(xué)位授予單位】：東北農(nóng)業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：D630.1
本文編號：2183420
[Abstract]:Since the 1960s and 1970s, in order to solve the problems of inefficiency, high administrative cost, lagging service level and restraining economic development of the traditional regulatory government, western countries have carried out performance reform on government administrative departments. This momentous reform movement is called "new public management" movement. In the process of reform, the common practice is to introduce "enterprise" management, operation mode, and effective means such as market competition mechanism to realize "government reengineering", improve the supply quality of government public goods and public services, and transform government performance, so as to improve public satisfaction and win back the public. In the 1990s, under the impetus of economic globalization, western administrative reform thought developed deeply in our country, and our government began to explore the construction of service-oriented government. Local governments have set up administrative service centers one after another. As a result of the reform of simplifying administrative examination and approval procedures and optimizing the administrative examination and approval system, administrative service centers are a new type of government service institutions. They are not only the service places for the government to benefit the people but also the window for the government to display its image to the public. The public, as the service object of the government, has the most convincing and authoritative evaluation on the service provided by the government. Therefore, we should give full play to the public's main role in the performance evaluation of the administrative service center, and be objective and impartial. In order to enrich the theoretical research system of administrative service centers and promote the development and perfection of administrative service centers in China, this study selects the weak and unsatisfactory public satisfaction evaluation in the theoretical research of administrative service centers. As a research topic, this paper takes the public satisfaction evaluation of Harbin Administrative Service Center as an example to explore and study, aiming at making a contribution to the development of the administrative service center through our own efforts. The actual development of the administrative service center needs to adjust the variables, and AHP is used to construct the quantitative evaluation model of public satisfaction. Then the questionnaire of public satisfaction is designed by fuzzy comprehensive evaluation method to evaluate the satisfaction of Harbin administrative service center. The main ideas of this study are as follows: Firstly, the background, significance and research trends at home and abroad are introduced. On this basis, the basic concepts, characteristics, development process and theoretical basis of the administrative service center are elaborated in detail. Secondly, on the basis of the American customer satisfaction index model, according to the actual situation of Harbin administrative service center to adjust variables, select evaluation indicators to build evaluation index system, and with the help of Yaahp software to reasonably determine the weight of each indicator, build a quantitative evaluation model of public satisfaction. The quantitative evaluation model of public satisfaction is constructed. The fuzzy comprehensive evaluation method is used to set up a fuzzy comprehensive questionnaire to make an empirical study of Harbin administrative service center. The problems revealed in the evaluation of public satisfaction of Harbin administrative service center are found out and the corresponding countermeasures are put forward. Based on the empirical study of measurement and evaluation, the author finds that the quantitative evaluation model of public satisfaction can clearly and intuitively understand the public satisfaction of administrative service centers and the existing problems, so as to effectively give us concrete and effective countermeasures to promote the development and improvement of administrative service centers. The public satisfaction evaluation of service center is basically feasible, and has many advantages, such as saving time, accurate calculation, convenient operation and so on.
【學(xué)位授予單位】：東北農(nóng)業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：D630.1
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