广西政务服务与公民满意度相关性研究

发布时间：2018-03-26 22:17

本文选题：政务服务　切入点：公民满意度　出处：《广西民族大学》2017年硕士论文

【摘要】：政务服务中心,是集信息供给与咨询、审批与收费、管理与协调、投诉与监督职能于一体的综合性行政服务机构。据统计,全国已有不同层级的综合行政服务机构3300多家,几乎覆盖了全国所有县市。这是我国政府为应对世界经济一体化,适应政治、经济、社会体制的重大变革,而进行的对传统执法制度和政府服务的适应性调整。我国综合行政服务机构在办公地点、办事程序和工作制度等方面集中体现了服务行政、阳光行政、高效行政的要求,顺应了服务型政府的发展理念,是政府公共服务方式和服务程序的一种新的探索。本文在探讨国内外学者关于政务服务与公民满意度研究的基础上,结合广西政务服务工作进行研究,通过实地调研、发放问卷等形式进行第一手资料的收集,运用SPSS21.0对收集的问卷数据进行整理、录入与分析。问卷被调查者有政务服务中心工作者,至政务服务中心办事的人员以及普通群众,从三类不同的主体出发,分别从各主体对所在地政务服务中心工作的认知了解情况与实施评价两方面进行分析。通过相关分析和回归分析,找到影响这三类主体对政务服务中心的满意度的主要因素,结合被调查者年龄、学历、岗位等个人背景资料,探讨个人背景对公民满意度的影响大小。最后,结合实地调研访谈的情况,提出符合广西政务服务工作继续优化升级的对策与建议。
[Abstract]:The Government Affairs Service Center is a comprehensive administrative service organization that integrates information supply and consultation, examination and approval and charge, management and coordination, complaints and supervision functions. According to statistics, there are more than 3300 comprehensive administrative service agencies at different levels in the country. It covers almost all counties and cities in the country. This is a major change in the political, economic and social system of our government in response to the integration of the world economy. The adaptability adjustment to the traditional law enforcement system and the government service. The comprehensive administrative service organization in our country has embodied the requirements of service administration, sunshine administration and efficient administration in the aspects of office location, handling procedure and working system, etc. It conforms to the development concept of service-oriented government and is a new exploration of government public service mode and service procedure. In combination with Guangxi government affairs service work to carry on the research, through the field investigation, the distribution questionnaire and so on form carries on the firsthand material collection, uses SPSS21.0 to collect the questionnaire data carries on the collation, Input and analysis. Respondents to the questionnaire included government service center workers, people working in the government service center and the general public, starting from three different types of subjects, Through the correlation analysis and regression analysis, we find the main factors that affect the satisfaction of these three subjects to the government service center. Combined with the age, education, post and other personal background data, to explore the impact of personal background on the satisfaction of citizens. Finally, combined with field research and interviews, The countermeasures and suggestions of continuing optimization and upgrading of Guangxi government affairs service are put forward.
【学位授予单位】：广西民族大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630

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