Evaluation Study On Public Service Satisfaction Degree Of Local Government

In the 1980s,the new public management movement of western countries introduced the concept of customer satisfaction from business management area to government management in the process of promoting administrative reform.Actively advocating that govemment services should be based on "customer-oriented",and should take the public's satisfaction as judgment standard of government's service quality.In our country,with the further advancement of service-oriented government and harmonious society,people have a higher request of public service quality and level provided by the government.The process of providing public service by government is not a unidirectional or passive process,but an interactive bidirectional one.Through making evaluation on public service satisfaction degree,we can exactly know the structure and gradations of people's requirement,and also we can verify which services are outstanding and approved by the public,which services are unsatisfied and need to improve,so that the government can provide the target-oriented service.Consequently,evaluating on public service satisfaction degree is a guarantee of promoting the level of public services and it has great significance.The related concepts of public service,satisfaction degree and fuzzy comprehensive evaluation are interpreted in this paper.Based on analyzing the theory and experience from domestic and abroad,by comprehensive use of the literature research method,the interview method,the normative and positive research method,the qualitative and quantitative research method,this paper makes evaluation research on our country's public service satisfaction degree of local government.At the same time,fuzzy comprehensive evaluation is introduced to the evaluation of government's public service satisfaction degree,according to the objective situations and present national conditions,this paper builds index system,and then builds the fuzzy comprehensive evaluation model of government's public service satisfaction degree. Take Jinzhou district as an example,put application on the model and test it,based on the investigation and asking for expert's advice,this paper confirms the relevant weight,then designs the questionnaire of Jinzhou government's public service satisfaction degree.After releasing and recovering the questionnaires,taking a qualified examination of the reliability and the validity as the premise,the data is arranged and statistical analyzed.The evaluation result indicates:the public are comparatively satisfied with the public service provided by Jinzhou government,among them,the index of service environment,administrative staff's dressing,initiative communication gets a high point,the index of working efficiency,feedback communication,service supervision gets a low point.At last,according to the evaluation result and realistic situation,this paper exploringly gives advices on promoting public service satisfaction degree of Jinzhou government.