公众感知行政服务质量模型与评价研究——跨地区、跨公众群体的比较研究  

The Study on the Model and Evaluation of the Public Perceived Administrative Services Quality:A Comparative Study of Different Regions and Different Public

作　　者：吕维霞[1] 陈晔[2] 黄晶[3] 

机构地区：[1]对外经济贸易大学公共管理学院 [2]南开大学泰达学院 [3]南开大学商学院

出　　处：《南开管理评论》2009年第4期143-151,共9页Nankai Business Review

基　　金：教育部人文社会科学研究一般项目(07JA630009)资助

摘　　要：本文在借鉴服务企业成熟的顾客公众感知质量测评研究成果的基础上,开发了公众感知行政服务质量的测评模型。数据分析结果表明,不同于私人企业和公共服务质量的测评,政府机关有独特的公众感知行政服务质量测评维度,分别是便利性、响应性、透明性、守法性、实效性和保证性。同时,本研究分别针对不同地区、不同部门、不同学历和不同调查地点的数据进行了比较研究,发现并分析了不同公众类型在感知行政服务质量方面所存在的差异。With the development of government reform movements and the deepening of government performance evaluations across the world, government administrative service quality appraisal has received considerable attention at home and abroad. By reviewing the researches on the customer perceived quality in services industry, and public service quality standards taken by governments of western countries in their quality reform movements and quality dimensions proposed by the administrative experts, this paper explores the characteristics of the public perceived quality of government administrative services such as administrative examination and approval, administrative grant, etc. We develop evaluation dimensions and evaluation scales to measure the perceived quality of administrative services. This paper combines qualitative and quantitative research.The results of data analysis show that government agencies have their own evaluation dimensions and scales of service quality, which are different from those of enterprises and other suppliers of public services. Our model contains six dimensions： convenience, responsiveness, transparency, legitimacy, effectiveness, and competence. The newly-established evaluation dimensions and scales are to be used as criteria to measure public perception of administrative services provided by local governments. Moreover, comparing the data of public perception from different regions, departments, academic qualifications, and survey locations, we analyze the differences among the public and try to explore the possible reasons why different kinds of people have different perceptions of administrative service quality. Reasons for these differences include a lack of public service spirit among civil servants, deficiencies in the administrative system, differences in financial inputs for the improvement of service quality in different regions, differences between the interests of different types of people, and differences between service designs in different places. Furthermore, this study pu

关 键 词：政府行政服务 公众感知服务质量 测评模型 测评维度 

分 类 号：D523[政治法律—政治学]