摘要
服务型政府是以服务为宗旨的政府,完善地方政府服务质量是构建服务型政府的重要内容。RATER指数是世界公认客户服务质量评估工具,其同样适用于地方政府服务质量的评估与完善。从RATER指数的五个维度——信赖度、专业度、有形度、同理度、反应度,探究完善我国地方政府服务质量的路径,从而为进一步提高我国地方政府服务水准、构建服务型政府提供新的视角和方略。
Service is the primary purpose for a service-oriented government and perfecting the quality of local government service is the important content of the construction of service government. Widely accepted by the world, RATER index is an assessment tool of customer service quality, which can also be used for the assessment and improvement of the local government service quality. This paper explores and analyzes the ways to perfect the quality of local government service from five dimensions- reliability, assurance, tangibility, empathy and responsiveness. It provides a new vision and the road to enhance the standard of local government service and constructs service-oriented government.
出处
《华中农业大学学报（社会科学版）》
2007年第5期99-102,共4页
Journal of Huazhong Agricultural University(Social Sciences Edition)
关键词
服务型政府
地方政府
服务质量
RATER指数
service-oriented government local government
the quality of service RATER index
