Research On Public Services Satisfaction And Its Influential Factors ——An Empirical Study Based On A Survey In 17 Urban Districts In Shanghai

To strengthen government reform and construction is a historical task.As a new government governing mode,service-oriented government has become a theme of government reform in various countries all over the world,which also becomes the core of government administration reform in China.It is one of basic responsibilities for modern governments to provide public services.The public service satisfaction is not only an important content of public service,but an important symbol to judge urban basic public service.In recent years,in order to improve government’s absence and offside concerning public service,various government departments and colleges etc.started to carry out public service satisfaction survey and assessment activities by taking public service satisfaction as an important index to measure public products and public service supply level.As known by all,public service satisfaction is mutually affected by many factors.This paper took Shanghai as an example to study public service satisfaction as well as its influential factors.The empirical research was adopted to describe overall condition as well as difference among various districts and counties concerning public service satisfaction in Shanghai.Further,this paper planed to construct HLM（hierarchical linear model）to explain factors that affect public service satisfaction from subjective and objective factors.The research aimed to verify which factors have greater influence on public service satisfaction and then put forward corresponding countermeasures for further improvement.Based on a survey in17 urban districts in Shanghai,findings from this research indicate that residents in Shanghai were generally satisfied with public services provided their local government.There however,significant differences among different districts.In this paper,the influencing factors of public services were classified into two categories,subjective factors and objective factors.It is further found through HLM model that subjective factors have rather profound influence on public service satisfaction with strong explanatory ability on differences among districts and counties.Gender,residents’ degree of participation in government affairs,residents’ degree of knowledge to government affairs and residents’ participation level of public service activities have obvious influence on urban residents’ public service satisfaction.On the other hand,objective factors have rather weak influence on public service satisfaction.This paper concludes that Shanghai local governments should increase public participation of municipal affairs,increase investment in public services and enhance public service input efficiency in order to improve public satisfaction of government public services among urban residents in Shanghai.