CLX国土资源局顾客满意度测评研究

发布时间：2018-01-05 16:21

本文关键词：CLX国土资源局顾客满意度测评研究　出处：《山东大学》2015年硕士论文　论文类型：学位论文

【摘要】：近年来,随着“服务型政府”、“政府公信力”、“幸福指数”等口号的不断提出,民众对政府提供公共服务的质量和水平有了更高的要求,因此,通过建立一整套的满意度测评体系及可量化的指标来对政府的顾客满意度进行系统的、客观的、真实的反映就变得十分必要。国土资源是一个国家及居民赖以生存的物质基础,在各项政府工作中,国土资源管理工作日显重要。特别是大量土地的征用,征地矛盾日益突出,拆迁、征地补偿、居民安置等成为群众口中经常讨论的话题。对各项土地管理知识认识缺乏、征地过程不公开透明、工作人员解释不到位等种种原因造成社会大众对国土管理部门的工作普遍认同感低,满意度差。针对国土资源系统的顾客满意度进行评价研究,可以准确地了解群众对国土资源管理工作的需求结构和层次,明确所提供的公共服务与公众认知的差异,找出不足并提出合理改进建议,以便更有针对性地提供服务。因此,对国土资源系统进行顾客满意度评价研究具有十分重要的意义。基于以上选题,本文以顾客满意度理论为基础,对CLX国土资源局顾客满意度进行了测评研究。首先,通过对CLX国土资源局服务现状及特性的分析,在借鉴国内外顾客满意度模型基础上,采用结构方程模型法,找出影响CLX国土资源局顾客满意度的潜在变量与观测变量,构建了顾客满意度模型。其次,通过合理的问卷设计,科学选取样本及抽取,问卷发放及回收深入,在确保有效、真实、可信的基础上,运用SPSS17.0对数据进行了统计整理。对数据进行信度、效度分析,得出问卷设计合理,信度、效度较高的结论；对数据进行了描述性分析,找出各观测变量中均值得分较高与较低的项,明确CLX国土资源局目前做的较好与较差的方面,以便针对较差的项提出建议；对样本进行了基本情况分析,找出不同样本对顾客满意度的不同选择；对结构方程模型进行了拟合优度验证,运用AMOS软件输出结构方程模型示意图,找出各变量之间的关系系数,代入结构方程矩阵最终算出顾客满意度指数,发现目前公众对CLX国土资源局公共服务满意度较低,仍有提升的空间。最后,针对提高工作人员素质、办事效率、公众信任度以及投诉监管改进机制四个方面提出CLX国土资源局顾客满意度提升对策。目前,针对国土资源系统进行顾客满意度研究尚属首例.在国土资源管理形势如此严峻的情况下,在打造服务性政府口号越来越响的今天,通过对本文的研究,有利于CLX国土资源局明确认识自身,找出提供公共服务过程中的不足,有效的提高公共服务质量,更好的满足群众的需求。同时,本文对整个国土资源系统乃至其他政府部门提高服务质量也具有一定的借鉴意义。
[Abstract]:In recent years, with the "service-oriented government", "credibility", "happiness index" and other slogans are put forward, the quality and level of people to provide public services to the government have higher requirements, therefore, the satisfaction evaluation system and establish a set of quantitative indicators of customer satisfaction of the government system, objective, true reflection becomes necessary. Land resources is a country and the survival of the residents in the material basis, the work of the government, the management of land resources becomes more and more important. Especially, a lot of land expropriation, land expropriation conflicts have become increasingly prominent, demolition, land compensation, resettlement of residents is often discussed the topic of the mouth. The lack of knowledge of land management, land acquisition process is not transparent, the staff explained in the various causes of the public land management departments The common sense of identity and low satisfaction is poor. Evaluation of land and resources for the system of customer satisfaction, can accurately understand the needs of the masses on the structure and level of land resource management, public service and public perception of differences clearly provided, find out and put forward reasonable suggestions for improvement, in order to provide more targeted service. Therefore, has very important significance to the research of customer satisfaction evaluation system of land and resources. Based on the above research, this paper is based on the theory of customer satisfaction, the CLX Bureau of land and resources of the customer satisfaction are evaluated. Firstly, through the analysis of CLX service status and characteristics of Land Resources Bureau, based on domestic the customer satisfaction model, using structural equation model method, find out the influence of latent variables and observed variables CLX Bureau of land and resources, customer satisfaction, build the Gu Customer satisfaction model. Secondly, through the questionnaire design, sample selection and scientific extraction, questionnaire and recovery in depth, to ensure effective, real, credible basis, using SPSS17.0 statistics on the data. The data reliability, validity analysis, questionnaire design, the reliability, validity is high.; the data were descriptive analysis, find out the observed variables are worth points higher and lower, better with less clear CLX Land Resources Bureau is currently doing the hand, to put forward suggestions for the poor; the samples were the basic situation analysis, find out different choice of different samples of customer satisfaction; the structural equation model was tested for goodness of fit, schematic structure model using AMOS software output equation, the coefficient of the relationship between the variables, using structural equation matrix, finally calculate the customer Satisfaction index, found that the current public satisfaction of CLX Bureau of land and resources of public services is low, there is still room for improvement. Finally, in order to improve staff quality, efficiency, improvement of the four aspects of the mechanism of public trust and complaints Supervision Bureau of land and resources CLX proposes some countermeasures to improve the customer satisfaction. At present, land and resources for the system of customer satisfaction the research is for the first time. In the land resource management situation is so grim situation, to build the service government slogans louder today, based on this research, CLX is conducive to the land and Resources Bureau of clear understanding of their own, find out the deficiency in the process of providing public services, improve the quality of public services, to better meet the needs of the masses the demand. At the same time, this paper also has a certain significance to the whole system of land and resources and other government departments to improve the quality of service.

【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F205

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