基于语言评价的政府服务质量测评方法及实证分析  

The Appraisal of Government Service Quality Based on Linguistic Assessment:Method and Empirical Research

作　　者：姚升保[1] 

机构地区：[1]中南财经政法大学工商管理学院,武汉430073

出　　处：《情报杂志》2011年第2期53-57,共5页Journal of Intelligence

基　　金：教育部人文社会科学研究青年基金项目"卖方边际成本可变的多属性采购拍卖研究"(编号:09YJC630229)

摘　　要：科学的政府服务质量测评方法对于服务型政府的建设具有重要作用。根据政府服务及其质量测评的内在特点,提出了一种政府服务质量测评方法,并进行了实证研究。该方法在充分考虑了人类思维的模糊性的基础上,采用语言评价采集指标测评数据,并利用模糊数学方法将指标测评数据集结为用语言表达的总体测评结果;利用该方法得到的测评结果不仅能给出政府服务质量的总体评价,而且能给出单个测评维度以及指标上的具体评价,从而能为政府部门改善服务提供依据。Scientific appraisal method for government service quality is of great importance to the construction of service-oriented government.According to the characteristics of government service and its quality appraisal,an appraisal method is proposed and empirical research is conducted in the paper.Fuzziness of human thought is considered in the proposed method.In the method,linguistic assessment is used to collect the data.Based on the method of fuzzy mathematics,the comprehensive appraisal results expressed by linguistic assessment are obtained by aggregating the data collected.The appraisal results can provide not only the comprehensive appraisal of government service quality,but also the appraisal on a specific dimension and index of the appraisal system,thus point out the ways to improve the service quality for government.

关 键 词：政府服务质量 SERVQUAL模型 语言评价 三角模糊数 

分 类 号：D035.1[政治法律—政治学]