【摘要】：隨著時(shí)代不斷地向前發(fā)展,公眾對(duì)政府的要求也越來越高,政府為了適應(yīng)時(shí)代的要求,不斷地加快從職能型政府向服務(wù)型政府轉(zhuǎn)變的步伐,提高服務(wù)質(zhì)量,滿足公眾的需求。服務(wù)質(zhì)量廣泛地被認(rèn)為是區(qū)別服務(wù)產(chǎn)品以及建立競(jìng)爭(zhēng)優(yōu)勢(shì)的主要因素,對(duì)于服務(wù)業(yè)而言是重要的核心所在。而服務(wù)型政府的首要職能也是服務(wù),對(duì)其評(píng)價(jià)的主要內(nèi)容就是對(duì)服務(wù)質(zhì)量的評(píng)價(jià)。 目前,我國關(guān)于服務(wù)型政府的研究主要集中在服務(wù)型政府的內(nèi)涵、特點(diǎn)及建設(shè)意義等方面。政府服務(wù)質(zhì)量的測(cè)評(píng)還是一個(gè)全新的研究方向,關(guān)于政府服務(wù)質(zhì)量的本質(zhì)內(nèi)涵,政府服務(wù)質(zhì)量的評(píng)價(jià)方法等都有待深入研究。通過對(duì)政府服務(wù)對(duì)象的調(diào)查,從服務(wù)對(duì)象的角度設(shè)計(jì)具有客觀、公正及科學(xué)的調(diào)查量表以衡量政府服務(wù)的水平與績(jī)效具有較大的理論意義和應(yīng)用價(jià)值。 通過許多專家的研究與實(shí)踐,SERVQUAL評(píng)價(jià)工具現(xiàn)已被證明是最具權(quán)威的評(píng)價(jià)服務(wù)質(zhì)量模型,其有效性、可靠性和預(yù)測(cè)性都得到了廣泛的認(rèn)可。本文在借鑒已有的應(yīng)用于一般服務(wù)業(yè)的SERVQUAL量表的基礎(chǔ)上,結(jié)合行政管理理論和我國政府的實(shí)際特點(diǎn),運(yùn)用因子分析和主成分分析的方法開發(fā)具有較高信度和效度的政府服務(wù)質(zhì)量SERVQUAL評(píng)價(jià)量表。論文從界定待測(cè)量對(duì)象的概念開始,包括問項(xiàng)選擇、數(shù)據(jù)收集、項(xiàng)目純化、探索性因子分析、因子命名、信度檢驗(yàn)、效度檢驗(yàn)等步驟。研究最后形成的量表包括6個(gè)維度共29個(gè)問項(xiàng)。 研究發(fā)現(xiàn)政府服務(wù)質(zhì)量可以從政府服務(wù)的意愿性,政府服務(wù)的效率性,政府服務(wù)的保障性,政府服務(wù)的關(guān)懷性,政府服務(wù)的信息性和政府服務(wù)的有形性6個(gè)方面進(jìn)行評(píng)價(jià)。根據(jù)研究的結(jié)果,本文最后給出了提高政府服務(wù)質(zhì)量,完善政府服務(wù)職能的對(duì)策建議。
[Abstract]:With the development of the times, the public demand for the government is higher and higher. In order to adapt to the requirements of the times, the government constantly speeds up the transformation from the functional government to the service-oriented government to improve the service quality and meet the public needs. Service quality is widely regarded as the main factor of distinguishing service products and establishing competitive advantage, which is the core of service industry. The primary function of service-oriented government is service, and the main content of evaluation is the evaluation of service quality. At present, the research on service-oriented government is mainly focused on the connotation, characteristics and construction significance of service-oriented government. The evaluation of government service quality is still a new research direction. The essential connotation of government service quality and the evaluation method of government service quality need to be deeply studied. Through the investigation of the government service object, it is of great theoretical significance and practical value to design an objective, fair and scientific survey scale to measure the level and performance of the government service from the angle of the service object. Through the research and practice of many experts SERVQUAL has been proved to be the most authoritative evaluation service quality model and its validity reliability and predictability have been widely recognized. Based on the existing SERVQUAL scale used in general service industry, this paper combines the theory of administration with the practical characteristics of our government. Using the methods of factor analysis and principal component analysis, the SERVQUAL evaluation scale of government service quality with high reliability and validity was developed. This paper begins with defining the concept of the object to be measured, including question selection, data collection, item purification, exploratory factor analysis, factor naming, reliability test, validity test, and so on. The final form of the study consisted of 6 dimensions and 29 questions. It is found that the quality of government service can be evaluated from six aspects: the willingness of government service, the efficiency of government service, the guarantee of government service, the care of government service, the information quality of government service and the materiality of government service. According to the results of the research, this paper finally gives the countermeasures and suggestions to improve the quality of government service and improve the function of government service.
【學(xué)位授予單位】：哈爾濱理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2010
【分類號(hào)】：D035

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 楊淑珍;基于感知質(zhì)量的高�？萍计诳|(zhì)量評(píng)價(jià)研究[D];哈爾濱工程大學(xué);2011年

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本文編號(hào)：2206383