基于公众满意度的网上行政审批绩效评估研究

发布时间：2018-08-11 19:29

【摘要】：服务型政府现已成为推进我国行政管理体制改革的基本目标与方向。构建科学、合理的网上行政审批绩效评估模型，需通过学习和借鉴西方国家相对成熟的绩效评估模型，同时有效结合我国服务型政府目标模式。故本文认为网上行政审批绩效评估，要与服务型政府的本质属性有效契合，体现“公众本位”的价值取向。本文基于民主行政理论和新公共管理理论相关理论，分析网上行政审批的理论基础和现实依据，明确网上行政审批绩效评估主体,在参考国内外的相关研究的基础上，构建基于公众满意度的网上行政审批绩效评估模型。该模型包括安全/隐私、信任、可用性、公共服务意识、公共服务质量五个变量。然后，，本文对影响公众满意度的各变量之间的关系进行假设，并以武汉市政务服务中心网站为对象进行实证分析。最后，实证结果表明可用性、公共服务意识、公共服务质量显著影响公众满意度，而安全/隐私、信任则不显著。基于此，给出发展我国网上行政审批服务网站的切实建议，包括改善政府的服务态度，增强政府与公众的互动程度；从公众角度出发，满足公众的基本使用需求；努力加大宣传力度，提升服务形象；加强配套法律法规体系建设。
[Abstract]:Service-oriented government has become the basic goal and direction of promoting the reform of administrative system in China. To construct a scientific and reasonable performance evaluation model of online administrative approval, we should learn from the relatively mature performance evaluation model of western countries and effectively combine the target model of service-oriented government in our country at the same time. Therefore, this paper thinks that the performance evaluation of online administrative examination and approval should fit effectively with the essential attribute of service-oriented government and embody the value orientation of "public standard". Based on the theory of democratic administration and the theory of new public management, this paper analyzes the theoretical basis and practical basis of online administrative examination and approval, defines the main body of performance evaluation of online administrative approval, and on the basis of referring to the relevant research at home and abroad, A performance evaluation model of online administrative approval based on public satisfaction is constructed. The model includes five variables: security / privacy, trust, usability, public service awareness, and public service quality. Then, this paper hypothesizes the relationship between the variables that affect the public satisfaction, and takes Wuhan government service center website as the object to carry on the empirical analysis. Finally, the empirical results show that availability, public service awareness, public service quality significantly affect public satisfaction, but security / privacy, trust is not significant. Based on this, some practical suggestions on the development of China's online administrative examination and approval service website are put forward, including improving the service attitude of the government, enhancing the interaction between the government and the public, meeting the basic needs of the public from the public's point of view; Efforts to increase publicity, improve the image of service; strengthen the construction of supporting laws and regulations system.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D630

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