Calculation On The Public Satisfaction Index Of Public Service Industry In Lanzhou Chengguan District

With the standard of living raising increasingly,people turn their attention to mental demands,rather than physical gratification.Being well fed and clothed is no longer the focus of people's lives, but the attitude of life,People pursuit satisfaction from the products and services gradually.Fcatually, degree of satisfaction reflects people 's attitude to product or service.Satisfaction Index is an integrative index reflecting this feeling of a good . The model of satisfaction index will describe the degree of satisfaction with the final figures through quantifing the degree of satisfaction . All together,it analysis the impact of various factors on them,thus it provides a good tool for enhancing people's quality of life and exchanges and contact between the country and people.There are seven parts of the public service industry ,which including non-profit organization, elementary education, public health, medical service, postal service communication, public transport, government public administration service and public welfare information service,while each part of it is closely linked with ours life.It is a kind of service which is provided by our country Government to the general populace, therefore,it often causes the difference quality of service and the satisfaction of people can always be neglected in the acceptting process as a result of its intrinsic non-exclusiveness in the service process. This article is for the purpose of establishing a Degree of satisfaction exponential model to evaluatethe Public service industry grade of service.And in this article takes the Lanzhou public service industry as the example, calculates the public service industry of public degree of satisfaction through this model, which may reflect by the index the public to government service's satisfaction, then ,this article points out the reasons of discontented and provides the policy guidance and the theory basis for the government present's work.Firstly,carries on the literature to the domestic and foreign existing degree of satisfaction model to summarize in this article, through the model comparison, the choice suits the Chinese national condition the appraisal degree of satisfaction variable, establishes the Chinese public service industry public degree of satisfaction the theoretical model. Then turn the variables in the model into indexing, chose several variables,such as the public anticipated, the sensation quality, the sensation value, satisfaction, the public to complain and the public trusts, has established the degree of satisfaction index evaluation system. The third part is, take Lanzhou as the example, according to the establishment model as well as the indicator system, the design questionnaire, used the interception type to visit to Lanzhou's 380 residents has carried on the investigation, obtained an index evaluation data. The last part is also this article key point, establishes the structural equation using the cruising data use Partial least squares method(PLS), reflected the degree of satisfaction index with various variables' between causal relation, calculates the Lanzhou public service industry through the equation the public degree of satisfaction index, and carries on the analysis on the result. Gives the model finally in the article the appraisal as well as the corresponding policy suggestion.