社区服务公众满意度测评研究  

Research on Satisfaction Assessment towards Community Service Informationization

作　　者：邹凯[1] 马葛生[1] 

机构地区：[1]湘潭大学公共管理学院,湖南湘潭411105

出　　处：《中国软科学》2009年第3期62-67,共6页China Soft Science

基　　金：国家自然科学基金项目"基于绩效评价的地方政府公共事业治理研究"(70673083)

摘　　要：社区服务是在改革开放中发展起来的新兴产业,随着我国城市建设的发展和城市管理体制的改革,社区在城市建设中的基础地位日益凸显,社区功能明显增强,社区服务已成为公众关注的焦点。提高社区服务公众的满意度,对于提高社区居民生活质量、化解社会矛盾、促进和谐社会建设都具有重要意义。本文即以顾客满意理论为基础,构建了社区服务公众满意度指数模型,并以实证研究验证了模型的合理性。Community service is a newly rising industry during the reform and opening process.With the development of city construction and reform of city management system,community is becoming more and more important as the basis of city construction and its function is gaining momentum.Community service increasingly becomes the focus of pubic concern.The improvement of community service public satisfaction plays a significant role in improving the quality of community inhabitant＇s life,handling social contradictions and promoting the establishment of a harmonious society.Based on the theory of Customer Satisfaction,this paper constructed the Community Service Public Satisfaction Index Model and validated its rationality through research of demonstration.

关 键 词：社区服务 公众满意度测评 指数模型 LISREL 

分 类 号：C931[经济管理—管理学]