山东省数字化公共服务质量满意度评价及提升策略  

Evaluation and Improvement Strategies for Digital Public Service Quality Satisfaction in Shandong Province

作　　者：周长红[1] 宋言卿 陈德燕 ZHOU Changhong;SONG Yanqing;CHEN Deyan(School of Economics and Management,Shandong University of Science and Technology,Qingdao 266590,Shandong,China)

机构地区：[1]山东科技大学经济管理学院,山东青岛266590

出　　处：《科技和产业》2025年第8期188-196,共9页Science Technology and Industry

基　　金：山东省社会科学规划研究项目(23CSDJ42)。

摘　　要：随着一系列支持性政策的发布与新兴技术的蓬勃发展,数字化公共服务体系正持续得到健全与优化。聚焦于山东省数字化公共服务体系发展实际,构建了包含准则层4项、目标层15项的数字化公共服务质量满意度评价指标体系。通过问卷调研,运用模糊综合评价模型对山东省数字化公共服务质量进行量化评估,深入分析其中存在的问题,特别是在服务质量和服务创新方面存在的不足,并据此提出加强问题解决的及时性、提高信息透明度、加强多部门服务整合、提供个性化服务、推动智能化水平、优化服务流程等针对性的提升策略,以有效改善山东省数字化公共服务质量,满足公众日益增长的服务需求。With the issuance of a series of supportive policies and the rapid development of emerging technologies,the digital public service system is continuously being improved and optimized.Focusing on the actual development of Shandong Province's digital public service system,an evaluation index system for digital public service quality satisfaction that includes 4 criterion layers and 15 target layers was established.Through questionnaire surveys,a fuzzy comprehensive evaluation model was employed to quantitatively assess the quality of digital public services in Shandong Province,and a thorough analysis of the existing issues,particularly the deficiencies in service quality and service innovation was conducted.Based on this,targeted improvement strategies are proposed such as enhancing the timeliness of problem resolution,improving information transparency,strengthening multi-department service integration,providing personalized services,promoting intelligentization levels,and optimizing service processes,in order to effectively enhance the quality of digital public services in Shandong Province and meet the growing service demands of the public.

关 键 词：数字化公共服务 满意度评价 模糊综合评价 

分 类 号：C939[经济管理—管理学]