中国城市公共服务公众满意度的影响因素探析——基于10个城市公众满意度的调查  

An Empirical Study of China's Public Satisfaction with Government Services:Based on Surveys in 10 Cities

作　　者：冯菲[1] 钟杨[2] 

机构地区：[1]首都师范大学,北京100048 [2]上海交通大学,上海200030

出　　处：《上海行政学院学报》2016年第2期58-75,共18页The Journal of Shanghai Administration Institute

摘　　要：在服务型政府建设中,关注公众的实际需要,提升公众满意度,是当前我国服务型政府建设的重中之重。推动政府职能向创造良好发展环境、提供优质高效的公共服务、维护社会公平正义转变,都必须以建设人民满意的服务型政府作为检验的最终标准。本研究以我国具有代表性的10个城市为调查对象,通过电话问卷调查对城市公共服务公众满意度进行测评,研究结果显示,公众对公共服务各方面的满意程度呈现不均衡趋势,公共服务领域还存在明显的薄弱环节;公共服务公众满意度与"公众期望与实际之间的差距"存在着显著的负相关关系;地方政府公信力、个人效能感、个人幸福感和政府效能这些因素都对公共服务公众满意度产生了显著的影响;城市的经济发展水平(人均GDP)与公共服务公众满意度并不存在显著的相关性;公共服务的人均财政投入与公共服务公众满意度也不存在显著的相关性。To promote public satisfaction and meet people＇s demands are two top priorities in building the service-oriented govern-ment. A public-satisfied service-oriented government should be set as one of the ultimate goals for the transformation of governmental functions in creating a better environment for development, providing high-quality public service and sustaining social justice. In this dissertation, ten representative cities were chosen as public opinion survey sites. Public satisfaction with urban government＇s public ser-vices is evaluated through telephone interviews. The findings show that there are differentiations with regard to public satisfaction in dif-ferent categories of government-provided public services and the public is dissatisfied with some areas of public services; Significant negative correlation is found between public satisfaction with public service and the gap between public expectation and reality; factors such as trust of local governments, individual sense of effectiveness, subjective welbeing, government effectiveness all significantly influ-ence public satisfaction with urban government provided public services; level of urban economic development（per capita GDP） and pub-lic satisfaction with public services are not significantly related; government investment into public services and public satisfaction with public services are also not significantly correlated, which should call for more government＇s attention to the efficacy of investment.

关 键 词：公众满意度 公共服务 服务型政府 

分 类 号：D625[政治法律—政治学]