哈尔滨市行政服务中心公众满意度测评研究

发布时间：2018-08-14 16:16

【摘要】：20世纪六七十年代以来,西方国家为解决传统管制型政府的办事效率低下、行政成本过高、服务水平滞后、束缚经济发展等问题,纷纷对政府行政部门进行绩效改革。这场声势浩大的改革运动被称为“新公共管理”运动。在西方国家行政改革的过程中,其普遍的做法是在政府公共部门中引入“企业化”管理、运作模式,借助市场竞争机制等有效手段来实现“政府再造”,改善政府公共物品、公共服务的供给质量,改造政府绩效。从而达到提高公众满意度,重新赢得公众对政府的信心和支持,以及最终促进社会、经济和谐稳步发展的目的。到了20世纪90年代,在经济全球化的推动下,西方行政改革思想在我国深入的发展,我国政府开始了构建服务型政府的探索。在此背景下,为了促进我国服务型政府的构建,各地方政府相继成立了行政服务中心。行政服务中心作为政府简化行政审批程序,优化行政审批制度的改革产物,是一种新型政府服务机构。它不仅是政府惠民便民的服务场所同时也是政府向公众进行形象展示的窗口。因此,如何改进行政服务中心的服务方式,提高服务质量成为政府和学术领域的研究重点。公众作为政府的服务对象,对政府提供服务做出的评价最具说服力也最具权威性。所以,要充分发挥公众在行政服务中心绩效评价中的主体作用,客观、公正的对行政服务中心进行公众满意度测评从而达到促进行政服务中心良性发展的目的。为了丰富行政服务中心的理论研究体系,促进我国行政服务中心的发展和完善。本研究选取行政服务中心理论研究中比较薄弱、不丰满的公众满意度测评作为研究课题。以哈尔滨市行政服务中心公众满意度测评为范例进行探索研究,旨在通过自己的努力为行政服务中心的发展事业做出一份贡献。在公众满意度测评研究上,本研究以美国的公众满意度测评模型为研究的基础,根据哈尔滨行政服务中心的实际发展需要调整变量,运用层次分析法构建公众满意度量化测评模型。进而通过模糊综合评价方法设计公众满意度调查问卷对哈尔滨市行政服务中心进行满意度测评。整个量化测评模型构建过程的权重确定,以及测评过程中的数据计算、处理借助专业的数据处理软件yaahp软件来实现。本研究的主要研究思路为:首先,介绍了研究的背景、意义、国内外研究动态,在此基础上详细的阐述了行政服务中心的基本概念、特点、发展历程以及研究的理论基础。其次,在美国顾客满意度指数模型的基础上,根据哈尔滨市行政服务中心的实际情况调整变量,选取评价指标构建评价指标体系,并借助yaahp软件运用层次分析的原理合理的确定各指标权重,构建公众满意度量化测评模型。最后,应用所构建的公众满意度量化测评模型运用模糊综合评价法设模糊综合调查问卷对哈尔滨市行政服务中心进行实证研究,找出哈尔滨市行政服务中心公众满意度测评揭示出的问题,提出相应的解决对策。通过哈尔滨行政服务中心公众满意度测评的实证研究,笔者发现通过公众满意度量化测评模型能够清楚直观的了解行政服务中心的公众满意状况以及问题的存在方面,从而有力于我们给出具体的、有效的对策,促进行政服务中心的发展及完善。此外,借助yaahp软件对行政服务中心进行公众满意度测评基本可行,且具有节省时间、计算精准、操作方便等众多优势。
[Abstract]:Since the 1960s and 1970s, in order to solve the problems of inefficiency, high administrative cost, lagging service level and restraining economic development of the traditional regulatory government, western countries have carried out performance reform on government administrative departments. This momentous reform movement is called "new public management" movement. In the process of reform, the common practice is to introduce "enterprise" management, operation mode, and effective means such as market competition mechanism to realize "government reengineering", improve the supply quality of government public goods and public services, and transform government performance, so as to improve public satisfaction and win back the public. In the 1990s, under the impetus of economic globalization, western administrative reform thought developed deeply in our country, and our government began to explore the construction of service-oriented government. Local governments have set up administrative service centers one after another. As a result of the reform of simplifying administrative examination and approval procedures and optimizing the administrative examination and approval system, administrative service centers are a new type of government service institutions. They are not only the service places for the government to benefit the people but also the window for the government to display its image to the public. The public, as the service object of the government, has the most convincing and authoritative evaluation on the service provided by the government. Therefore, we should give full play to the public's main role in the performance evaluation of the administrative service center, and be objective and impartial. In order to enrich the theoretical research system of administrative service centers and promote the development and perfection of administrative service centers in China, this study selects the weak and unsatisfactory public satisfaction evaluation in the theoretical research of administrative service centers. As a research topic, this paper takes the public satisfaction evaluation of Harbin Administrative Service Center as an example to explore and study, aiming at making a contribution to the development of the administrative service center through our own efforts. The actual development of the administrative service center needs to adjust the variables, and AHP is used to construct the quantitative evaluation model of public satisfaction. Then the questionnaire of public satisfaction is designed by fuzzy comprehensive evaluation method to evaluate the satisfaction of Harbin administrative service center. The main ideas of this study are as follows: Firstly, the background, significance and research trends at home and abroad are introduced. On this basis, the basic concepts, characteristics, development process and theoretical basis of the administrative service center are elaborated in detail. Secondly, on the basis of the American customer satisfaction index model, according to the actual situation of Harbin administrative service center to adjust variables, select evaluation indicators to build evaluation index system, and with the help of Yaahp software to reasonably determine the weight of each indicator, build a quantitative evaluation model of public satisfaction. The quantitative evaluation model of public satisfaction is constructed. The fuzzy comprehensive evaluation method is used to set up a fuzzy comprehensive questionnaire to make an empirical study of Harbin administrative service center. The problems revealed in the evaluation of public satisfaction of Harbin administrative service center are found out and the corresponding countermeasures are put forward. Based on the empirical study of measurement and evaluation, the author finds that the quantitative evaluation model of public satisfaction can clearly and intuitively understand the public satisfaction of administrative service centers and the existing problems, so as to effectively give us concrete and effective countermeasures to promote the development and improvement of administrative service centers. The public satisfaction evaluation of service center is basically feasible, and has many advantages, such as saving time, accurate calculation, convenient operation and so on.
【学位授予单位】：东北农业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630.1

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