服务接受者满意度指数模型:服务型政府绩效评估的新方法及其应用  

Public Service User Satisfaction Index:New Methodology of Government Performance Evaluation and Its Application

作　　者：刘武[1] 朱晓楠[1] 

机构地区：[1]东北大学文法学院

出　　处：《公共管理研究》2006年第0期114-128,共15页

摘　　要：西方发达国家二十多年的绩效评估实践证明,绩效评估可以增强公共组织的回应力,提高公共组织效率,增强公共组织的服务意识和成本意识,使公共组织能更好地应对信息化、市场化的挑战。借鉴和引入绩效评估措施是我国政府管理创新和行政改革的现实选择,是服务型政府建设的重要内容。作为我国政府提高管理水平的工具,绩效评估在我国政府中的应用起步较晚,还处于发展的初级阶段,存在很多问题:我国目前政府绩效评估方式和方法缺乏科学性、客观性和民主性。针对这些问题,本文提出服务型政府绩效评估的新方法——服务接受者满意度指数模型,该模型借鉴了美国公共部门顾客满意度指数模型的核心概念,根据我国政府公共服务的特点作出改进,并进行了实证研究。笔者以沈阳市政府为测量对象,进行顾客满意度指数模型在中国地方政府中的探索性研究,选取沈阳市辖区的七个行政服务大厅进行实地调查。应用结构方程模型方法对调查数据进行分析。初步建立了由接受者预期、感知质量、顾客满意、顾客抱怨和顾客忠诚等结构变量构成的中国地方政府服务接受者满意度指数模型,分析和检验结果显示,实际调查数据与理论模型拟合较好,说明服务接受者满意度指数模型可以应用于中国地方政府的服务绩效评估。The practice of public organizational performance evaluation in western countries in two decades has shown that effective performance evalua- tion could evoke the awareness of services and costs,enhance the accountabili- ty and effectiveness of public organizations,and therefore they will dealing with the challenges of market economy and information technology more skill- fully.The introduction of modern performance evaluation methodology into the innovation of government and administration reforming is of importance in the forming of service government.As the management tools,the perform- ance evaluation in Chinese Government is in its early development stage. There are many problems such as lack of objectivity and democracy.The arti- cle proposes a new methodology of public organizational performance evalua- tion,the model of service user satisfaction index.The model is based the core concepts of American Customer Satisfaction Index Model,and adjusted them according the characteristics of Chinese governmental services.The research selected 7 public service centers in Shenyang city,use the structural equation model modeling the public service user satisfaction with the survey data of a sample of 340 citizens just used the services.The results shown quite good fit- ness of the model and the model is applicable to the performance evaluation of local government services.

关 键 词：政府绩效评估方法 价值取向 服务接受者满意度指数模型 

分 类 号：D630[政治法律—政治学]