荆州市公共服务满意度现状及提升策略研究

发布时间：2018-06-02 11:23

本文选题：荆州市 + 公共服务满意度　；参考：《华中师范大学》2015年硕士论文

【摘要】：改革开放三十多年来,经济社会取得迅猛发展,政治体制改革也逐渐深入,政府与市场之间、民众与政府之间的关系也随之发生改变,同时民众的民主与参政意识也逐渐加强,政府执政理念已经由先期的管制职能转变为服务职能,不断满足民众的公共服务需求,提升公共服务满意度已经成为21世纪政府执政的核心理念。本文首先通过运用公共服务理论中相关思想对我国地方政府公共满意度评价研究进行分析和相关指导,通过运用文献法与问卷调查法,构建了公共服务满意度评价指标体系,在影响公共服务满意度的微观方面,主要包括服务效率、服务态度、服务环境、服务管理、行政人员素质、信息化服务水平六个二级指标；在影响公共服务满意度的宏观影响因素方面,主要包括：义务教育服务、娱乐和文化服务、社会保障服务、交通服务和治安及环境改善五个二级指标,并进行信效度检验。其次,以荆州市为例,对荆州市公共服务满意度进行现状调查,并根据评价结果,结合对相关人员进行的访谈,得出其在公共服务满意度方面存在的不足,并进行成因分析。在微观方面,满意度评分较低的几项为：服务效率、服务管理、服务态度；在宏观方面,满意度评分较低的几项为：娱乐和文化服务、社会保障服务、义务教育服务。最后,针对荆州市公共服务满意度存在的不足,提出了提升荆州市政府公共服务满意度的对策建议。
[Abstract]:Over the past 30 years of reform and opening up, the economy and society have made rapid progress, the political system reform has gradually deepened, the relationship between the government and the market, the relationship between the public and the government has also changed, and at the same time, the democratic and political participation consciousness of the people has been gradually strengthened. The concept of government governance has been changed from a pre-regulatory function to a service function. It has become the core idea of the government in the 21st century to continuously meet the public service needs and improve the public service satisfaction. Firstly, this paper analyzes and guides the research on the public satisfaction evaluation of local government by using the relevant ideas in the public service theory, and constructs the evaluation index system of the public service satisfaction by using the method of literature and questionnaire. In the micro aspect of public service satisfaction, it mainly includes six secondary indexes: service efficiency, service attitude, service environment, service management, administrative staff quality, information service level; The main influencing factors of public service satisfaction include: compulsory education service, entertainment and cultural service, social security service, traffic service, public order and environmental improvement, and carry out reliability and validity test. Secondly, taking Jingzhou City as an example, this paper investigates the current situation of public service satisfaction in Jingzhou City, and according to the evaluation results, combined with the interview of relevant personnel, it finds out the shortcomings of public service satisfaction degree and analyzes the causes. In the micro aspect, the lower score of satisfaction is: service efficiency, service management, service attitude; in macro, the lower satisfaction score is: entertainment and cultural services, social security services, compulsory education services. Finally, in view of the deficiency of public service satisfaction in Jingzhou City, the paper puts forward some countermeasures and suggestions to improve the public service satisfaction degree of Jingzhou Municipal Government.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

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