公众满意度测量评价方法及问题思考  

Measurement methods of public satisfaction and problems thinking

作　　者：毛丹[1] 李宇阳[1] 陈长珍 MAO Dan LI Yu-yang CHEN Chang-zhen(Hangzhou Normal University School of Medicine,Hangzhou, Zhejiang,310036, China)

机构地区：[1]杭州师范大学医学院,浙江杭州310036

出　　处：《中国公共卫生管理》2016年第5期639-642,共4页Chinese Journal of Public Health Management

摘　　要：公众满意度的测量和评价,不但可以为政府监管部门开展绩效评价提供依据,而且能为社会调查方法的研究提供有益的启示。文章是对国内外公众满意度概念、满意度测评过程中采用的测评工具及测算方法的研究综述,发现诸多研究中存在量表各一,测算方法繁多的现象。基于此,笔者归纳总结了在梳理文献过程中发现的问题,并阐述自己的观点,为深入研究和测评公众满意度提供借鉴和参考。The measurement and evaluation of public satisfaction can not only provide the foundation for the government supervision department to carry out performance evaluation but also can offer beneficial enlightenment for the research of social survey methods. This article reviews the concepts of domestic and foreign public satisfaction, researches of measure-ment scales and calculation methods in the process of the satisfaction evaluation.The phenomena that a wide range of mea-surement scales and calculation methods can be found in many researches. Based on this, the author summarized the problems her discovered in the process of combing the literatures and presented her own views and thinking, aiming to provide references for further research and evaluation of public satisfaction.

关 键 词：公众满意度 测量 评价 方法 

分 类 号：D63[政治法律—政治学]