社区服务信息化公众满意度指数模型实证研究  

An Empirical Study on Community Service Informationization Public Satisfaction Index Model

作　　者：邹凯[1] 马葛生[1] 苏鹏[1] 陈添源[1] 

机构地区：[1]湘潭大学公共管理学院,湘潭411105

出　　处：《图书情报工作》2009年第10期33-36,86,共5页Library and Information Service

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"(项目编号:70673083)研究成果之一

摘　　要：将顾客满意度引入到社区服务信息化的测评中:首先在满意度理论基础上结合社区服务信息化的特征,阐述社区服务信息化公众满意度的内涵,并讨论社区服务信息化公众满意度的影响因素;然后借鉴经典满意度指数模型构建社区服务信息化公众满意度指数模型,并运用偏最小二乘法(PLS)对测评模型进行检验和参数求解;最后通过实证研究检验本文所建立的社区服务信息化公众满意度指数模型的可行性,并给出建议。This paper introduces customer satisfaction into the evaluating of community service informatization： firstly, it elaborates the connotation of community service informatization public satisfaction, by combining characteristics of community service informatization based on the theory of satisfaction, and discussing influence factors of it; then it constructs the community service informatization public satisfaction index model used for reference of other classical satisfaction index models through examining the evaluating model and solve the parameter and using the method of Partial Least Square （PLS） ; finally it proves the feasibility of the model which is constructed in this paper through the research and gives some related approaches and suggestions.

关 键 词：社区服务信息化 公众满意度 PLS路径分析 

分 类 号：G203[文化科学—传播学] F49[经济管理—产业经济]