Public Satisfaction Model Of Environmental Sanitation Service And Empirical Research In Chengguan District Of Lanzhou City

With the improvement of social material conditions,the public’s pursuit of a better life is becoming increasingly strong,and the requirements of urban residents for public services such as environmental sanitation services are also rising.Environmental sanitation service is a very important part of public services,which has a very close relationship with the daily life of the public.The most intuitive evaluation of the public on the quality of environmental sanitation service operations is the public’s satisfaction with environmental sanitation services.Therefore,it is of great significance to build a satisfaction model that conforms to the reality of environmental sanitation work.Based on the ACSI model,the paper takes the theory of inconsistent expectations,quality perception theory and satisfaction as the theoretical basis,aims at the current situation that the research models of environmental health service satisfaction in underdeveloped areas in Western China are scarce,combines the current reality of environmental health work in Chengguan District,takes public expectations,perceived quality,environmental health service satisfaction in Chengguan District,public complaints and public trust as structural variables,and selects 15 observation variables,A model of environmental health service satisfaction in Chengguan District was constructed.After the model was tested and modified using the collected data,it was found that public expectations negatively affected environmental health service satisfaction,while the impact of other structural variables was positive.At the same time,the main observation variables affecting the public satisfaction of environmental sanitation services in Chengguan District are the general public expectations,disturbing problems,informal complaints and public support.Based on the above two problems,after analyzing their causes,the paper puts forward four improvement suggestions: improving the public service system,promoting the marketization process,strengthening the evaluation and supervision mechanism and improving public participation.