大连市港口与口岸局公共服务满意度研究

发布时间：2018-04-23 01:12

本文选题：公共服务 + 满意度　；参考：《大连理工大学》2015年硕士论文

【摘要】：作为大连市港航建设事业的重要管理部门,大连市港口与口岸局履行着海港、空港、口岸和现代物流业的有关法律法规贯彻执行、行业管理和协调等职能,在大连市经济发展中承担着重要角色。随着经济发展新常态的到来,对外贸易格局不断改变,产业结构不断调整,大连市港口与口岸局也面临着新的挑战与机遇。企业是否了解大连市港口与口岸局对港航企业行使管理和服务的职能,是否对其公共服务的各个方面感到满意,感到不满意的方面原因在哪里,怎样改进下一步的工作,这些成为大连市港口与口岸局面临的新问题。针对这些问题,本文以公共服务满意度评价模型的构建为切入点,在归纳分析了国内外学者的相关研究成果的基础上,综合运用多学科的研究方法,将不同的管理工具与统计工具相结合,通过归纳与演绎、调查与个案分析、实证与文献调查、定性与定量结合、微观与宏观结合的方法,对大连市港口与口岸局公共服务满意度进行评价研究。在此过程中,本文将模糊综合评价的方法应用到公共服务满意度评价中来,根据相关部门的职能划分和实际情况,建立了评价指标体系,构建出了大连市港口与口岸局公共服务满意度的模糊综合评价模型。本文研究数据来自于问卷调查,包括大连市港口与口岸局公共服务满意度因素权重调查问卷和大连市港口与口岸局公共服务满意度调查问卷。在效度、信度检验通过的前提下,进行了数据的整理和统计分析。分析结果表明：企业对大连市港口与口岸局公共服务综合满意度为比较满意的水平,其中规划建设、行政服务中心窗口服务、港口公共基础设施建设管理等得分较高,水路运输管理、危险化学品管理、物流业发展等得分较低。最后结合大连市实际情况,提出了提高大连市港口与口岸局公共服务水平的对策建议。
[Abstract]:As an important administrative department for port and shipping construction in Dalian, the Dalian Port and Port Bureau performs the functions of implementing, managing and coordinating the relevant laws and regulations of the port, airport, port and modern logistics industry. It plays an important role in Dalian's economic development. With the arrival of the new normal economic development, the pattern of foreign trade is constantly changing, the industrial structure is constantly adjusted, Dalian Port and Port Bureau is also facing new challenges and opportunities. Does the enterprise know that the Dalian Port and Port Bureau exercises the functions of management and service for the port and shipping enterprises, whether it is satisfied with all aspects of its public services, where the reasons for its dissatisfaction lie, and how to improve the next step of its work? These become the new problem that Dalian port and port bureau faces. In order to solve these problems, this paper takes the construction of public service satisfaction evaluation model as the breakthrough point, on the basis of summing up and analyzing the related research results of domestic and foreign scholars, synthetically applies the multidisciplinary research method. Combining different management tools with statistical tools, through induction and deduction, investigation and case analysis, empirical and literature investigation, qualitative and quantitative combination, micro and macro combination methods, This paper evaluates the satisfaction degree of public service in Dalian Port and Port Bureau. In this process, the fuzzy comprehensive evaluation method is applied to the evaluation of public service satisfaction, and the evaluation index system is established according to the functional division and actual situation of the relevant departments. The fuzzy comprehensive evaluation model of public service satisfaction of Dalian Port and Port Bureau is constructed. The research data of this paper come from the questionnaire, including Dalian Port and Port Bureau Public Service satisfaction Factor weight questionnaire and Dalian Port and Port Bureau Public Service satisfaction questionnaire. On the premise of validity and reliability test, data collation and statistical analysis are carried out. The results show that the enterprises are satisfied with the public service of Dalian Port and Port Bureau, among which the planning and construction, the administrative service center window service, the port public infrastructure construction management and so on have higher scores. Waterway transport management, hazardous chemicals management, logistics development and other low scores. Finally, according to the actual situation of Dalian City, the countermeasures and suggestions to improve the public service level of Dalian Port and Port Bureau are put forward.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F552.6

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