| In the context of the country’s continuous promotion of service-oriented government construction and development of "Internet + government services",how to evaluate and improve the quality of government services according to the wishes and needs of citizens is becoming a growing concern of our citizens.The quality of government services is not only directly related to the interests of citizens,but also an important support to promote the production and operation of enterprises and society,and smooth the national economic cycle.However,there are still problems in the field of government services such as unified service standards,lack of synergy between online and offline services,and unbalanced development of regional and urban-rural services at different levels.Therefore,how to reasonably assess the quality of government services from the perspective of citizens’ perceptions is the key issue,and then identify problems in services,further standardize service behaviors,optimize service processes,and provide better services to citizens.Therefore,this study proposes to construct an index system and model for evaluating the quality of government services based on public opinion perception on the basis of adequate public opinion research,which mainly includes the following aspects:(1)firstly,the SERVQUAL model is improved by combining the characteristics of government services,and five dimensions of tangibility,reliability,responsiveness,empathy and electronicity are determined;later,the text of online government service quality review content is The content is analyzed and organized for index selection based on literature analysis to get specific indexes,and two rounds of questionnaires are used for affiliation and reliability testing to ensure the rationality of the index system.(2)According to the characteristics of government services,the evaluation model of government services quality based on public opinion perception was constructed by combining principal component analysis and fuzzy comprehensive evaluation.(3)Taking the government service of city A as an example,the evaluation scores were firstly obtained based on the constructed model,and then the service quality gap method and IPA analysis were used to suggest different degrees of improvement for the indicators in different dimensions,and optimization strategies such as improving the comprehensive quality of staff and accelerating the construction of "soft power" were proposed.To sum up,this study improves the SERVQUAL model from the perspective of public opinion perception,combines the characteristics of government services,organizes the initial index system for public evaluation in both online and offline aspects,and then adjusts the scale through the questionnaire trial test,finally constructs the index system and model for evaluating the quality of government services based on public opinion perception,and proposes corresponding optimization suggestions in the empirical evaluation according to the performance of indicators in different dimensions. |
