公共服务满意度及其影响因素研究——基于2015年上海17个区县1调查的实证分析

发布时间：2018-05-09 19:14

本文选题：公共服务 + 公共服务满意度　；参考：《行政论坛》2017年01期

【摘要】：基于对上海17个区县5 100位居民对公共服务满意度的实证分析,本研究发现,上海市居民对公共服务满意度的评价总体较为满意,但在不同区县和不同领域之间存在较大差异。公共服务满意度的影响因素可分为客观因素和主观因素两类,通过多层线性模型分析进一步发现,主观层面的因素对公共服务满意度有着较强的影响,对区县间差异的解释能力较强。其中,居民对政府工作的参与度、居民对政府工作的知晓度、居民的公益活动参与水平等都对公共服务满意度有显著的正向影响,性别也对公共服务满意度有显著影响;客观因素对公共服务满意度影响力较弱。因此,政府要在积极提升居民对政府工作和社会工作参与水平、增加公共服务的财政投入、提高公共服务投入效率等方面努力,以促进改进政府公共服务,提高居民的公共服务满意度。
[Abstract]:Based on the empirical analysis of 5 100 residents' satisfaction with public service in 17 districts and counties of Shanghai, this study finds that the evaluation of public service satisfaction of Shanghai residents is generally satisfactory, but there are great differences among different districts and counties and different fields. The influencing factors of public service satisfaction can be divided into two categories: objective factors and subjective factors. Through the analysis of multi-level linear model, it is further found that subjective factors have a strong impact on public service satisfaction. The ability to explain the differences between districts and counties is strong. Among them, residents' participation in government work, residents' awareness of government work and the level of residents' participation in public welfare activities all have a significant positive impact on public service satisfaction, and gender also has a significant impact on public service satisfaction. Objective factors have weak influence on public service satisfaction. Therefore, the government should actively promote the participation of residents in government work and social work, increase the financial input of public services, and improve the efficiency of public service investment, so as to promote the improvement of government public services. Improve the public service satisfaction of residents.
【作者单位】：上海交通大学国际与公共事务学院;
【分类号】：D630

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