Public Service Satisfaction Measurement And Empirical Analysis

Today, the Chinese government is gradually towards to "service-oriented government", which emphasize the "people-oriented" backdrop. Public services which conclud education, health, transportation, social security and so on, have become an indispensable part of people's life. Through the measurement of residents of public service satisfaction level, it can make government more clear about understanding of the needs for the residents, inputing the limited financial into people's most urgent service project and improving the situation provides important information, and so on. This paper mainly take the collective services degree of satisfaction's measure, the appraisal and the analysis method as the object of study, utilizes in the real diagnosis each measure method.This study is based on the theory of public service and customer satisfaction degree. This paper firstly introduced and summarized customer satisfaction and theory, practice and model in detail.The public service satisfaction index, index system is divided into research, design of index quantification and the weight, satisfaction index survey and satisfaction index analysis, and the process involved in the statistical methods were summarized and the comb. By combining the 2008 public service satisfaction survey data of Beijing residents hosted by the CUEB, using various customer satisfaction analysis methods for empirical research.