摘要
农村公共危机防控质量的评估对政府部门进行农村危机管理具有重要意义。本文基于服务质量管理理论,以湖南省长株潭地区为研究对象,结合农村地区公共危机的特点,利用改进的Servqual模型,增加预警性的维度,构建农村公共危机防控质量评价模型,评价农村公共危机防控质量,探讨农村公共危机防控的关键影响因素。结果表明,湖南省长株潭地区农村公共危机防控质量评价结果为-0.178,农村公共危机防控质量较低。影响湖南省长株潭地区农村公共危机防控质量的由大到小排序依次是响应性、有形性、可靠性、预警性、保证性和移情性。研究表明,湖南省长株潭地区农村危机防控缺乏危机管理意识、交流沟通渠道和完备的农村公共危机机制等。因此,政府防控部门应当以关注农村居民需求为重心提升防控人员工作能力、以管控舆论为重点创建多元信息沟通渠道和以协同预警网络为抓手完善农村危机防控机制。
The evaluation of the quality of rural public crisis prevention and control is of great significance to the government in rural crisis management.Taking Changsha,Zhuzhou and Xiangtan area of Hunan Province as examples and applying the theory of service quality management,this paper built a quality evaluation index of rural public crisis prevention and control by the improved Servqual model to evaluate the quality of rural public crisis prevention and control,and explored the key influencing factors.Results show that the evaluation index of rural public crisis prevention and control quality is-0.178,relatively low.This paper also identifies the following influencing factors of the quality evaluation of rural public crisis prevention and control in the significance order:responsiveness,tangibility,reliability,early warning,assurance and empathy.In addition,this research finds that the prevention and control of rural crisis in Changsha,Zhuzhou and Xiangtan area of Hunan Province lacks the awareness of crisis management,communication channels and complete rural public crisis mechanism.Therefore,to improve the quality of rural public crisis prevention and control,this paper suggests to focus on the demand of rural residents,to improve the ability of prevention and control personnel,to establish multiple information communication to channels with the focus on public opinion control,and to improve the rural crisis prevention and control mechanism with the collaborative early warning network as the starting point.
作者
刘玮
王肖惠霞
李艳玲
LIU Wei;WANG Xiao-hui-xia;LI Yan-ling(School of Public Management and Law,Hunan Agricultural University,Changsha,Hunan 410128,China)
出处
《农业现代化研究》
CSCD
北大核心
2020年第2期229-236,共8页
Research of Agricultural Modernization
基金
湖南省教育厅优秀青年项目(15B119)
湖南省社科评审项目(GLX232)
湖南省社科基金项目(15YBA201)。
关键词
农村危机防控
质量评价
服务质量差距
改进Servqual模型
熵权法
rural crisis prevention and control
quality evaluation
service quality gap
the modified Servqual model
entropy weight method
