摘要
提供高质量的公共服务是服务型政府建设的关键。评价公共服务质量需要考量政府提供公共服务的客观维度与公众对公共服务质量供给的主观评价两个层面的相关因素。公众对公共服务质量感知在一定程度上反映了政府的客观绩效。由于贫困县政府在回应公共服务需求层面存在着公共服务能力不足、结构性供给差别较大等客观现实,公众对贫困县政府公共服务质量的感知一定程度上反映其公共服务质量。在公共服务质量测评体系中,哪些要素显著影响公众对贫困县公共服务质量的感知度?从这一问题出发,本文以公共服务质量为研究领域,以国家级扶贫工作重点县P县为例,以P县行政服务中心的公共服务质量为观察内容,建立基于公众感知的行政服务中心公共服务质量评价体系,运用模型测度P县公共服务质量,析出公众感知公共服务质量的影响因素,检验公众对贫困县公共服务质量的评价与模型测量的吻合程度。研究发现:在影响公众感知公共服务质量的7个维度中,实效性、移情性、守法性、响应性作用显著,便利性、保证性、有形性的作用并不显著。在梳理研究结论基础上,针对本文研究公众感知公共服务的相关局限,提出了下一步研究的展望。
Providing high quality public service is the key to the construction of service oriented government. Evaluation of the quality of public service needs to consider the related factors of two levels： the objective dimension of the government to provide public service and the subjective evaluation of the quality of public service supply. To a certain extent,public perception of public service quality reflects the objective performance of the government. Because there is a lack of public service capacity,and a large difference between the structural supplies in the poor county government responding to public service needs. Public perception of the quality of public service in poor counties reflects the quality of public service to some extent.In the system of public service quality evaluation,which factors significantly affect the public＇s perception of the public service quality of poor counties？ Starting from this issue,this article takes the quality of public service as the research field,taking the national level poverty alleviation work as an example,taking the P county administrative service center＇s public service quality as the observation content,establish public service center public service quality evaluation system based on public perception,using public perception of public service quality model to measure the public ＇s evaluation of the quality of public service in P county,to find the influencing factors affecting the public perception of the quality of public service,evaluating the public service quality in poor counties and the degree of agreement with the public perception of public service quality model. The study found that in the 7 dimensions of public service quality based on the public perception,effectiveness,empathy,compliance,and responsiveness significantly affect the public perception of the quality of public service of the administrative service center,and convenience,assurance,and materiality have no significant impact on its. On the basis of combing the research results,the pa
出处
《宏观质量研究》
2016年第4期75-87,共13页
Journal of Macro-quality Research
基金
重庆市哲学社会科学规划项目
重庆市社科规划项目(2016DY05)的资助
关键词
公众感知度
行政服务中心
公共服务质量测量模型
影响因素
国家级扶贫工作重点县
Public Perception
Administrative Service Center
Public Service Quality Measurement Model
Influencing Factors
Key Counties of National Poverty Alleviation
