Research On The Basic Government Corporation Satisfaction Measurement

Since Sweden developed the Swedish Customer Satisfaction Barometer in 1989, it has been appled by more twenty countries following the Sweden example, Germany and America developed their own evaluation index. The American Customer Satisfaction shortened as ACSI has developed different models concerning businesses and government departments. The later can be used in federal and local governments; it can be served as a reference for The Basic Government Corporation Satisfaction Evaluation Model. The successful experience of SCSB and ACSI has made European Commission, Norway and Switzerland developed countries have continuously developed their NCSI. Our country has applied it since 1990. With the development of marketing economics, the relationship of government and society, government and market, government and corporation has been more and more important. The government has changed from a controller to a service typed one. The corporatipn also pay more and more attention on the governmetn function. Therefore, it is necessary to develop a basic government corporation satisfaction evaluation model as to understant key factors of service quality. By effectively using administration resoureces, upgrading the quality of public service to advance the image of government.The author firstly makes a general introduction and analysis about the major references on the theory of customer satisfaction, measuring of customer satisfaction, and of customer satisfaction measurement model. According to these references and difference among the all kinds of satisfaction models, I designed the basic government corporation satisfaction measurement model and discussed the examining andmeasuring of the model.