Investigation And Research On Customer Satisfaction Of Public Service

In the process of "quasi-marketization" of public service,customer satisfaction of public service is a topic worth exploring.Although public facilities and services are improving day by day,their customer satisfaction is constantly changing due to increasing public demand.Therefore,the idea of measuring customer satisfaction with public services has also emerged.Many scholars have conducted deep research in the field of customer service satisfaction evaluation of public service.Comprehensive domestic and foreign research,the author found that the current research on customer satisfaction of public service is relatively macroscopic and comprehensive.Its customer satisfaction is the overall feeling that public services give the public,is broad and not specific.However,the research on customer satisfaction through specific public services and then to improve the specific public service quality is relatively small.By studying the service characteristics of public service and combining with SERVQUAL model,this paper establishes a micro-general model to evaluate customer satisfaction of public service."Micro" means that it is a model for evaluating specific services within the public service system,not macroscopically;"general" means that it fits most public service categories.The postal service is a typical public service.Taking the postal service as an example,the author combines the characteristics and actuality of the postal service,establishes a model to evaluate postal service satisfaction on the basis of public service satisfaction model to verify the feasibility of the established micro-general model.Based on the customer satisfaction model of postal service,the weight of indicators was determined by the expert method,and the questionnaires were designed according to the model indexes.The Internet survey and field survey were completed.The results of the Internet research and field surveys both show that the postal service is not very good at "responsive" and "email delivery time".According to the conclusions of the model and the survey,the author put forward some suggestions to improve the customer satisfaction of the postal service.