焦作市行政服务中心公众满意度测评研究

发布时间：2018-05-03 18:46

本文选题：行政服务中心 + 公众满意度　；参考：《燕山大学》2015年硕士论文

【摘要】：行政服务中心是行政审批制度改革的产物,是为建设服务型政府建立的一种新型服务机构。随着行政服务中心在我国各地方政府相继建立,怎样改进其服务方式,解决其实际运行过程中存在的问题,成为政府和学者越来越关注的重点。公众是政府公共服务的顾客,行政服务中心提供的服务由公众来进行评价是最有说服力的。本文从公众满意角度对行政服务中心进行评估,构建了行政服务中心公众满意度测评模型,并对焦作市行政服务中心进行实证测评,对促进焦作市行政服务中心的建设和完善有重大意义。首先,本文主要介绍了研究背景和意义,以及国内外研究现状,在此基础上详细阐述了行政服务中心的基本概念、特点和功能,论述了其建设和发展的理论基础。其次,在原有公众满意度测评模型的基础上深入分析了各潜变量,选取每个潜变量对应可测量的指标,设计了行政服务中心公众满意度测评指标体系,并对各指标的权重进行客观的确定,找出影响公众满意度的关键指标因素,在此基础上使用模糊综合评价数学模型构建行政服务中心公众满意度测评模型。最后,运用模型对焦作市进行实证研究,设计并发放问卷,运用统计软件对调查数据进行信度分析,在信度合格的前提下,对问卷数据进行整理和统计。然后运用测评模型对数据进行计算,最终得出测评结果,根据结果指出制约公众满意度的影响因素,找出存在的问题,以此提出相应的对策和建议。
[Abstract]:The administrative service center is the product of the reform of the administrative examination and approval system and a new service organization for the construction of a service-oriented government. With the establishment of administrative service center in various local governments in China, how to improve its service mode and solve the problems in its actual operation has become the focus of more and more attention of the government and scholars. The public is the customer of the government public service, and the service provided by the administrative service center is most persuasive to be evaluated by the public. This paper evaluates the administrative service center from the angle of public satisfaction, constructs the public satisfaction evaluation model of the administrative service center, and carries on the empirical evaluation to the Jiaozuo administrative service center. It is of great significance to promote the construction and perfection of Jiaozuo administrative service center. First of all, this paper mainly introduces the research background and significance, as well as the domestic and foreign research situation, on this basis, elaborated the basic concept, the characteristic and the function of the administrative service center in detail, discussed its construction and the development theory foundation. Secondly, on the basis of the original public satisfaction evaluation model, this paper deeply analyzes the latent variables, selects each latent variable to correspond to measurable indicators, and designs the public satisfaction evaluation index system of administrative service center. The weight of each index is determined objectively and the key index factors affecting public satisfaction are found out. On this basis the fuzzy comprehensive evaluation mathematical model is used to construct the public satisfaction evaluation model of administrative service center. Finally, using the model to conduct empirical research on Jiaozuo, design and issue questionnaires, use statistical software to analyze the reliability of the survey data, in the premise of qualified reliability, the questionnaire data collation and statistics. Then the evaluation model is used to calculate the data, and finally the evaluation results are obtained. According to the results, the influencing factors that restrict the public satisfaction are pointed out, and the existing problems are found out, and the corresponding countermeasures and suggestions are put forward.
【学位授予单位】：燕山大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

【参考文献】