Study On Public Satisfaction Evaluation Of Drainage Enterprise Services

Urban drainage is an important and indispensable infrastructure in modern city, and a conditionality basic industry of significant impact on urban economic development. It is also the backbone project of urban water pollution prevention and urban drainage and flood control. Urban drainage facilities have become one of the important criteria which measure the level of modern city, and are the main method to improve the urban environment. But as the changes of the government service concept and the customer intention management of government and public administration departments, public satisfaction has become the main basis of the performance evaluation of government. Works about urban drainage enterprise functions, behavior and reform must focus on the public, all oriented to the public and public satisfaction as enterprise service's biggest mission and consideration. Therefore, using scientific pattern and method to assess public satisfaction and constructing public satisfaction assessment system of drainage enterprise service, which have very important practical significance to government image and credibility and drainage enterprise services and management.On the basis of reading a lot of related documents about service quality and theory and index model of customer satisfaction, referring to American Customer Satisfaction Index Model (ACSI) and the European Customer Satisfaction Index (ECSI), and considering the present situation of urban drainage industry in our country, this study proposes a public satisfaction index model of urban drainage enterprise services in our country and constructs a public satisfaction evaluation system of urban drainage enterprise services. This study determines a survey program about the public satisfaction of urban drainage enterprises, which includes investigation goal, object and method, questionnaire procession and examination and so on, and taking Suzhou for example, does an empirical research through issuing public satisfaction questionnaire of drainage enterprise services in Suzhou. After related regression analysis, this study obtains a conclusion, and from the perspective of public satisfaction, proposes the feasible suggestions about improvement of drainage enterprise services.