基本公共服务质量评价问题研究

发布时间：2018-03-21 21:10

本文选题：基本公共服务　切入点：基本公共服务质量　出处：《吉林大学》2015年博士论文　论文类型：学位论文

【摘要】：中国正处于“十二五”规划纲要实施的关键时期，提升基本公共服务质量是现阶段各级政府的基本职责。要改进基本公共服务质量，离不开评价。基本公共服务质量评价应作为规范政府公共服务行为，有效控制政府部门依法履职，提升公众满意度和信任度的重要工具，也能成为逆向促进政府部门形成质量氛围和意识的有效手段。为此，需要对基本公共服务质量评价的概念、属性、本质要求、基本原则、理论基础、技术方法、操作策略等进行研究，以促进基本公共服务质量的持续改进，解决现阶段面临的基本公共服务质量水平难以满足日益增长的公共需求的问题。论文主要采用的研究方法包括文献研究、比较研究、系统分析、多学科研究和定性分析等，采用的技术路线是遵循理论-方法-实践的研究思路，既充分重视基本公共服务质量评价的理论探讨，又着力分析基本公共服务质量评价的技术方法，以便探究科学全面地评价基本公共服务质量的实践策略。论文的创新点主要表现在四个方面：一是严格和规范地梳理了绩效和质量的区别和联系，明确了两者的范围边界，改变了现阶段学界对质量与绩效概念界定模糊、边界不清的研究现状；二是全面解读了基本公共服务质量的涵义，拓展了现有的满意度的质量内涵，是对目前我国公共领域质量涵义理解的补充和完善。还从基本公共服务的服务性和公共性特点出发分析了基本公共服务质量的特质属性，填补了目前我国学界对公共服务质量的属性特质研究的空缺；三是系统分析了全面质量管理理论、成本效益理论、客户关系管理理论在政府应用的机理及其存在的缺陷，并借用平衡计分卡、公共价值理论、可持续性理论、利益相关者理论等对三种理论在政府部门应用存在的对组织的战略、成本、利益、需求等因素考虑欠乏，以及对公共服务目标的多维性和长期性、政府与公民关系的复杂性考虑不周全等问题进行了纠正性研究，采用多学科理论融合的策略完善了目前我国学界对强调公共领域直接导入其他学科质量管理理论的研究不充分的现状；四是提出了基本公共服务质量评价的综合分析框架，改变了现有的基于感知质量评价的通用质量测评方法，实现了对基本公共服务质量的全面监测和综合评价。本文主要内容概括如下：第1章绪论部分。本章主要探讨了论文选题的缘由及研究的意义，综述了国内外研究的现状，提出了论文的结构框架和研究方法，并对论文的创新之处和研究的不足进行了归纳概括。第2章基本公共服务质量评价的概念属性。本章主要研究四项内容。一是对质量、服务质量、公共服务质量和基本公共服务质量四个概念进行递进式研究。二是对基本公共服务质量的特质属性做出解读，提出基本公共服务具有交互性、不可传递性、模糊性、依附性等固有属性，以及公平正义性、参与性、合规性、目标相容性等赋予属性。三是阐明基本公共服务质量评价的五项本质要求，即以公共需求为评价基点、以公共利益为评价主旨、以公民本位为价值准绳、以公职履行为价值尺度、以公众满意为评价标准。最后提出基本公共服务质量评价的四个基本原则，即基本公共服务质量评价应遵循整体性考量、系统性关联、多维性设计和层次性展现等原则。第3章基本公共服务质量评价的理论基础。本章主要分析了三种理论。政府提供公共服务范围的广泛性、服务目标的复杂性、社会环境的多变性、服务过程中影响因素的不确定性，政府和公民关系的特殊性，以及质量概念的模糊性等决定了对公共服务质量和基本公共服务质量进行管理和评价并非易事。全面质量管理理论、成本效益分析理论和客户关系管理理论能够为公共服务提供的“事前”、“事中”、“事后”三个阶段的质量监控和测评提供理论支撑。但这些理论在应用于政府领域时存在的一些固有缺陷需要辅以平衡计分卡、公共价值理论、可持续性理论、利益相关者理论等相关理论的协同配合，才能为公共服务质量和基本公共服务质量的管理与评价提供更好的理论指导。第4章基本公共服务质量评价的技术方法。本章首先对服务质量评价的3个基本技术模型的工作原理、测评方法以及存在的优势和局限进行研究，在此基础上提出基本公共服务质量评价可选模型——CIPP模型，综合分析了CIPP模型技术与KANO模型、SERVQUAL模型在基本公共服务质量评价中的使用。然后对基本公共服务质量评价方式进行了研究，重点分析了三种普遍使用的质量评价方式，即标准族认证评价、卓越绩效评价和满意度评价，并据此提出基本公共服务质量评价至少应选择合规性评价和满意性评价两种评价方式进行综合测评。此外，本章还详细分析了内部评价、外部评价、主观评价、客观评价四种评价方式，指出基本公共服务质量应采用内部与外部相结合、主观与客观相结合的评价方法。最后归纳了基本公共服务质量评价的一般流程。本章通过对基本公共服务质量评价的模型、方式、方法，，以及评价流程的深入研究，旨在为当前中国基本公共服务质量评价实践提供参考。第5章基本公共服务质量评价的操作策略。本章主要探究了基本公共服务质量评价的内容选择、主体选择、组织建设以及结果应用等四个方面的操作策略。得出：基本公共服务质量评价在内容选择上应从内部、消费者和外部三个维度来考虑；在评价主体的选择上应构建一个由基本公共服务的消费者、提供者、上级部门和主管领导、纪检监察部门等利益相关者构成的多元质量评价主体体系进行评价；从评价组织的结构、能力、监督以及职业道德四个方面研究基本公共服务质量评价组织的建设策略；在评价结果应用方面可以将基本公共服务质量评价结果与奖励和问责关联起来，与资源配置和绩效评估相挂钩，充分发挥质量评价的激励、监督、调控和导向作用。论文研究的基本结论主要包括：①质量不同于绩效。绩效大多涵盖经济、效率、效能、效果、公平、满意度。而质量不仅仅是公众需求的满足程度，还包括遵守预先制定的程序和规范、满足预先规定的输入（投入）要求、符合预先设定的结果或效果的要求、实现功能最大化、以正确的方式做正确的事情、满足一系列质量标准的程度、具有公共精神等多方面涵义，二者既有交叉，也有不同。②基本公共服务质量不仅具有交互性、不可传递性、模糊性、依附性等内在固有属性，也具有公平正义性、参与性、规范性、目标相容性等外界赋予属性。这些固有属性和赋予属性是基本公共服务质量本质的具体体现，研究基本公共服务质量的这些属性是为了使评价主体在质量评价过程中能够根据基本公共服务质量的特质性要求选择适当的方法和策略实施评价。③基本公共服务质量评价是内部、消费者和外部三个维度的综合考量，内容不仅包括公共服务提供的资源耗用、过程结果、产出结果、产出效益、需求满足程度和满足能力以及社会影响和后果，而且包括公共服务的目标责任、标准规范和价值负荷。④基本公共服务质量评价采用内部与外部相结合、主观与客观相结合的评价方法，实现对基本公共服务从服务条件、资源耗用到服务过程及产出结果和后果等质量要素的科学、全面的评价。⑤基本公共服务质量评价是由服务的消费者、提供者、上级部门和主管领导、纪检监察部门等多种利益相关者共同构成一个多元的基本公共服务质量评价主体体系共同参与评价，使政府部门的服务工作置于社会监督之下，并通过不同利益相关者的多体互动增强彼此之间的配合与制约，尽量减少和避免各评价主体之间的摩擦与冲突，从而促使评价组织得出尽可能客观、准确的评价结果。
[Abstract]:China is in the key period of "12th Five-Year" plan for the implementation of the present stage is the basic duty of governments at all levels to improve the quality of basic public services. To improve the quality of basic public services, cannot do without evaluation. The quality of basic public services as the standard of evaluation should be the government's public service for government departments to perform their duties according to law, effective control, an important tool to improve the public satisfaction and trust, can become an effective means to promote government departments to form reverse quality atmosphere and consciousness. Therefore, the concept of need to evaluate the quality of basic public services property, essential requirement, basic principles, theoretical basis, technical methods, research methods of operation, in order to promote the continuous improvement of the quality of basic public services the basic public service quality, to solve the challenges to meet the growing public demand problems. The main research method in this article Including literature research, comparative research, system analysis, multidisciplinary research and qualitative analysis, the technical route is to follow the theory method of practice, not only pay full attention to the quality of basic public service evaluation theory, focuses on the analysis of evaluation method of basic public service quality, in order to explore the practice of scientific and comprehensive strategy to evaluate the quality of basic public services. The innovation of this paper is mainly manifested in four aspects: one is the strict and standardized combing the relation and difference between the performance and quality, clear the scope of the two, to change the present academic circles on the quality and performance of fuzzy concept, the research status of the boundary is not clear; two is a comprehensive interpretation of the quality of basic public service connotation, expand the connotation of the quality of the existing satisfaction, is the supplement of China's public sector and improve the understanding of the meaning of quality from. Service and public characteristics of basic public services, analysis of the characteristics of quality of basic public services, to fill the current attributes on the quality of public service I Ancient Chinese Literature Search community vacancy; three is a system of comprehensive quality management theory, cost-benefit theory, the theory of customer relationship management in the application and the existing defects of government mechanism the use of Balanced Scorecard, public value theory, sustainable theory, stakeholder theory and so on are three kinds of theories in the government departments of application of the organization's strategy, cost, benefit, needs to consider factors such as lack of public services, as well as the multidimensional goal and long-term, the complexity of the relationship between government and citizen is not well considered such problems were corrected by fusion research, the theory of multidisciplinary approach to improve the current of Ancient Chinese Literature Search stressed that public domain directly into the other Research status of quality management theory is not sufficient; the four is to put forward a comprehensive analysis framework of quality evaluation of basic public services, changed the general quality evaluation method based on the existing perceptual quality evaluation, to achieve a comprehensive monitoring of the quality of basic public services and comprehensive evaluation.
The main contents of this paper are summarized as follows:
The first chapter is the introduction. This chapter mainly discusses the reason and significance of the topic selection, summarizes the research status at home and abroad, puts forward the structure and research methods of the thesis, and summarizes the innovations and shortcomings of the research.
The second chapter the concept of attribute quality of basic public service evaluation. This chapter mainly studies four parts. One is the quality of quality, service, progressive research on the quality of public services and basic public service quality four concepts. Two is the attributes on the quality of basic public services to make interpretation, put forward the basic public services are interactive. Not the transmission, fuzziness, dependence of intrinsic property, fairness and justice, participation, compliance, goal compatibility attributes. Three is the five to clarify the essence of basic public service quality evaluation requirements, namely to public demand for the evaluation of the basis, in the public interest for the evaluation purpose, to citizens as the standard of value, the value of public performance scale, with public satisfaction as the evaluation criteria. Finally put forward four basic principles of quality evaluation of basic public services, namely the evaluation of basic public service quality should follow the whole The principles of physical examination, systematic association, multidimensional design and hierarchical presentation.
The third chapter is the theoretical base of basic public service quality evaluation. This chapter mainly analyzes three theories. Extensive scope of public service provided by government, the complexity of the service target, changeable social environment, influence factors of uncertainty in the process of service, the special relationship between government and citizens, as well as the quality of the concept of fuzziness etc. the decision is not easy to manage and evaluate the quality of public services and basic public service quality. The total quality management theory, cost benefit analysis theory and the theory of customer relationship management to provide the public service "in advance", "things", "after" quality monitoring and evaluation of the three stages but these provide theoretical support. Theory is applied in government areas there are some inherent defects need to be supplemented by the balanced scorecard, public value theory, sustainable theory, stakeholder theory and other related theory In order to provide better theoretical guidance for the management and evaluation of the quality of public service and the quality of basic public services, the coordination and coordination of the theory can provide better theoretical guidance for the management and evaluation of the quality of public service and the quality of basic public services.
Methods the fourth chapter of basic public service quality evaluation. The working principle of the 3 basic models of the first chapter of service quality evaluation, evaluation methods and the advantages and limitations of the research, put forward on the basis of the basic public service quality evaluation model -- CIPP model, a comprehensive analysis of the technology and the KANO CIPP model. Using the SERVQUAL model in the evaluation of the quality of basic public services. Then the evaluation of the quality of basic public services is investigated, analyzed three kinds of commonly used quality evaluation methods, namely standard certification evaluation, evaluation of performance evaluation and satisfaction, and puts forward the basic public service quality evaluation should be at least the evaluation and selection of compliance evaluation and satisfaction of the two evaluation methods of comprehensive evaluation. In addition, this chapter also analyzes the internal evaluation, external evaluation, subjective evaluation, customer The concept of evaluation of four kinds of evaluation methods, pointed out that the quality of basic public services should adopt the combination of internal and external evaluation, subjective and objective methods. Finally summarizes the general process of evaluation of the quality of basic public services. This chapter through the evaluation of the quality of basic public service model, way, method, and in-depth study of the evaluation process. In order to provide reference for the quality evaluation of Chinese basic public services practice.
The fifth chapter is the basic public service quality evaluation of the operation strategy. This chapter mainly explores the quality of basic public service evaluation of content selection, subject selection, organization construction and the four aspects of application of the operation strategy. The quality of basic public service assessment should be based on the choice of the content of internal and external, the three dimensions of consumers to consider; in the choice of the evaluation subjects should build a basic public service consumers, providers, superior departments and competent leadership, in the evaluation of the main evaluation system of multivariate quality constitute the discipline inspection and supervision departments and other stakeholders; ability evaluation from the structure, organization, supervision and occupation moral quality in four aspects of basic public service evaluation the construction of the organization strategy; in the application of evaluation results can be the basic public service quality evaluation results and rewards and accountability associated with management The source allocation and performance evaluation are linked to the full play of the incentive, supervision, control and guidance functions of quality evaluation.
The basic conclusions of this dissertation include: the quality is different from the performance. The performance mostly covering the economy, efficiency, effectiveness, efficiency, fairness, satisfaction and quality. Not only to meet the public demand, also includes compliance with pre established procedures and norms, to meet a predetermined input (input) meets the predefined requirements, the result or effect, achieve the maximum function, do the right thing in the right way, to meet a series of quality standards, with public spirit and other aspects of the meaning, the two have a cross, there are also different. The basic public service quality not only has interactive, non transferability, fuzziness, attachment such inherent attributes, with fairness and justice, participation, normative, goal compatibility given outside attributes. These inherent attributes and attributes of basic public service quality is the embodiment of the essence, Study on basic public services, the quality of these attributes is to make the evaluation subject in the quality evaluation process according to the requirements of the evaluation of implementation of selection of proper methods and Strategies of quality traits of basic public services. The quality of basic public services is the internal evaluation, comprehensive consideration of the three dimensions of consumer and external, includes not only the provision of public service resources the process of consumption, the output, output efficiency, and ability to meet the demand satisfaction and social impact and consequences, but also the objectives of public service responsibility, standards and quality of basic public services. The load value of the assessment by the combination of internal and external evaluation, subjective and objective methods, implementation of basic public services from the service conditions, resource utilization to the service process and the output results and consequences of quality factors of scientific, comprehensive evaluation of the basic. The public service quality evaluation is composed of service consumers, providers, superior departments and competent leadership, discipline inspection and supervision departments and other stakeholders together constitute a diversified quality of basic public service evaluation subject system to participate in evaluation, make the service work in the society under the supervision of government departments, and enhance the cooperation and restriction between each other by body interaction of different stakeholders, to reduce and avoid the friction and conflict between the evaluation subject, so as to promote the evaluation organization obtained as objective as possible, accurate evaluation results.

【学位授予单位】：吉林大学
【学位级别】：博士
【学位授予年份】：2015
【分类号】：D630

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