Research On Customer Satisfaction Of CLX Land And Resources Bureau

In recent years, with the slogans such as "happiness index", "service-oriented government","the government’s credibility"have been put forward in our country,higher requirements are put forward for the quality and level of publicservices.Therefore, it’s necessary for the government customer satisfaction system to get a system,objective and true reflection by the establishment of a completly satisfaction assessment system and the quantifiable indicators.Land resources are the material foundation of the survival of a country and residents. Land resources management seems more and more important for the government. Especially with a large number of land expropriation, land expropriation contradictions are increasingly prominent, land expropriation compensation, residents and resettlement for the demolition, all of these have been already become a popular topic in the crowd mouth. With the Lacking of the various land management knowledge, not open in the process of land expropriation, and the staff can’t explain in detail, all of these reasons cause the low identity and the poor satisfaction to the work of land management department. In view of the study of the government customer satisfaction evaluation can be accurately understood the needs of the masses, the differences of the government provides public service and the public perception can be found clearly,then we can find out the deficiencies and put forward reasonable suggestions for improvement, so that more targeted services can be provided.Therefore, getting a customer satisfaction evaluation research for Land and Resources system is very significance.Based on the above topics, this article use customer satisfaction theory to have a evaluation of customer satisfaction research for CLX Land Resources Bureau.First,with the analysis of CLX Land and Resources Bureau’s present public service,i find potential variables and observed variables of CLX Land and Resources Bureau and build customer satisfaction model by structural equation modeling method. At the same time,i learn from the foreigh and chinese customer satisfaction model.Second, based on the reasonably questionnaire design, the scientific sampling, effective data analysis,real,and credible, i used SPSS17.0 to get a statistical data collation.Through the reliability and validity analysis for data, the questionnaire design is reasonable, the reliability and validity is high.With the descriptive analysis for data, i find out the high and low average score of the observation variables.SO that,i cleared the good and poor aspects of CLX Land and Resources Bureau at present to giving some suggestions.Analyzed the basic situation of sample, find out the different samples of the different choice of customer satisfaction.Do the goodness-of-fit test for the tructural equation model,and use AMOS software to output structure equation model diagram, i find out the coefficient relationship between the variables. Finally,calculate the customer satisfaction index.we found out that public service satisfaction CLX Land Resources Bureau are yet to be improved.Finally, wo can put forword the advice of improveing customer satisfaction from improving staff quality, efficiency, public trust and the improvement mechanism for complaints.At present, the study of land and resources system for customer satisfaction is the first model.In the case of serious situation of land and resources management and creating a service government environment of,with the study of this article,CLX Land Resources Bureau can recognize themselves,Then they can find out the deficiency in the process of providing public services, improving the quality of public services effectively and give the Better meet to the needs of the masses.At the same time,other Land and Resources Bureau and government departments will also be fruitful in improving the quality of service work by studying this article.