Measuring Public Satisfaction Of Public Services Of Xi'an Frontier Inspection Of Entry And Exit Border

By use of the public satisfaction measurement, the directive and effective of government service, the public department work style, and the favorable inter-activity between government and the public can be improved and pushed forward. Hence, measuring the public satisfaction scientifically and accurately is of utmost importance. This thesis discusses on the following issues according to use the customer satisfaction index for evaluating and improving the performanceof organization based on customers. The measurement indicators based on this index can reflect the degree and state of public satisfaction objectively,to achieve the purpose of improving the quality of government services to enhance the efficiency of the service.First, the measurement model for the public satisfaction index of Xian immigration border is built. In this paper, basing on the summary of customer satisfaction theories, it's discussed the model of Customer Satisfaction Index and its application example in the public management department especially. Second, the indicator system of Xian public satisfaction measurement is designed. According to the investigation and study both inside and outside, the key influential factors in the public satisfaction are defined. Under the guidance of the index setting principle, and combining with the survey finding, we select the measuring index. Produceby the method of analysis in a sequence, the variables in the model are changed into a measurable indicators, and the embryo of questions in the questionnaire is formed. At last, the empirical study about index system for the public satisfaction measurement is performed.The measurement model and indicator system is verified. The scores of the public satisfaction index is 72.36. The supposed logical relationship in variables is verified. Finally, the author puts forward some countermeasures and suggestions to improve the public service ability of border check,innovating service measures to improve the convenience of frontier inspection service, improving the service environment of frontier inspection to promote the construction of humanized service, enhance service ability to evaluate frontier public service.