政府绩效管理满意度研究

发布时间：2018-03-15 05:38

本文选题：政府绩效管理　切入点：满意度　出处：《辽宁师范大学》2014年硕士论文　论文类型：学位论文

【摘要】：政府绩效管理研究是目前各国学者广泛关注的重点问题。加强政府绩效管理可以使政府治理更加透明和公正,更加具有科学性。当前绩效管理在我国的研究还处于起步阶段,存在许多不完善的地方,在研究方式上主要以定性研究的居多,采用定量的研究方式还较少；在研究成果上主要以较抽象的概念研究为主,而缺少具体可以操作和执行的研究结果。所以,加强绩效管理的满意度标准研究,具有很大的实际意义和理论价值。本文正是在这样的一个背景下以政府绩效管理满意度作为研究方向,希望通过本文的研究来提升政府绩效管理的满意度,促进政府工作效率,提升公众满意度。本文研究主要分为七大部分：绪论部分,对本文的研究背景、研究意义和研究内容进行了阐述；第一部分是本文的研究理论铺垫,通过对政府绩效管理相关理论进行研究和阅读,为本文的写作提供了坚实的理论基础。第二部分强调了满意度理论对于政府绩效管理的重要意义,以及二者之间的相互促进作用。第三部分通过问卷的设计和调查,对影响政府绩效管理满意度的影响因素给予调研,并进行实证分析,找出政府形象、公众预期、感知质量、公众满意度和公众抱怨这五方面与政府绩效管理满意度之间的关系。第四部分在调研和访谈的基础上,找出了当前政府绩效管理存在的问题。通过实证分析以及理论阐述,第五部分主要是对政府绩效管理满意度的测评体系给予构建,并在政府绩效管理满意度测评体系构建中参考了美国顾客满意度模型,并对每个影响因素下设置了主要的考核指标。最后本文提出了政府绩效满意度提升的基本对策。希望通过本文的研究能够为政府绩效管理满意度提升起到一定的借鉴作用。
[Abstract]:The research on government performance management is a key issue that scholars all over the world pay close attention to. Strengthening government performance management can make government governance more transparent, fair and scientific. At present, the research on performance management in our country is still in its infancy. There are many imperfections, in the way of research mainly qualitative research, the use of quantitative research methods are still less, in the research results are mainly more abstract concept research, Therefore, it is of great practical significance and theoretical value to strengthen the research on satisfaction standards of performance management. Under this background, this paper takes the satisfaction degree of government performance management as the research direction, hoping to improve the satisfaction degree of government performance management and promote the efficiency of government work through the research of this paper. This paper is divided into seven parts: introduction, the research background, significance and content of this study; the first part is the theory of this paper, Through the research and reading of the relevant theories of government performance management, it provides a solid theoretical basis for the writing of this paper. The second part emphasizes the importance of the theory of satisfaction to the government performance management. The third part through the questionnaire design and investigation to the impact of government performance management satisfaction factors are investigated and empirical analysis to find out the government image public expectations perceived quality. The relationship between the five aspects of public satisfaction and government performance management satisfaction. 4th, based on the investigation and interview, the author finds out the problems existing in the current government performance management. The 5th part mainly constructs the evaluation system of the government performance management satisfaction, and refers to the American customer satisfaction model in the construction of the government performance management satisfaction evaluation system. Finally, this paper puts forward the basic countermeasures to improve the government performance satisfaction. I hope that the research in this paper can play a certain reference role in the improvement of government performance management satisfaction.
【学位授予单位】：辽宁师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D630

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