政府服务质量SERVQUAL评价量表开发

发布时间：2018-08-27 06:17

【摘要】：随着时代不断地向前发展,公众对政府的要求也越来越高,政府为了适应时代的要求,不断地加快从职能型政府向服务型政府转变的步伐,提高服务质量,满足公众的需求。服务质量广泛地被认为是区别服务产品以及建立竞争优势的主要因素,对于服务业而言是重要的核心所在。而服务型政府的首要职能也是服务,对其评价的主要内容就是对服务质量的评价。目前,我国关于服务型政府的研究主要集中在服务型政府的内涵、特点及建设意义等方面。政府服务质量的测评还是一个全新的研究方向,关于政府服务质量的本质内涵,政府服务质量的评价方法等都有待深入研究。通过对政府服务对象的调查,从服务对象的角度设计具有客观、公正及科学的调查量表以衡量政府服务的水平与绩效具有较大的理论意义和应用价值。通过许多专家的研究与实践,SERVQUAL评价工具现已被证明是最具权威的评价服务质量模型,其有效性、可靠性和预测性都得到了广泛的认可。本文在借鉴已有的应用于一般服务业的SERVQUAL量表的基础上,结合行政管理理论和我国政府的实际特点,运用因子分析和主成分分析的方法开发具有较高信度和效度的政府服务质量SERVQUAL评价量表。论文从界定待测量对象的概念开始,包括问项选择、数据收集、项目纯化、探索性因子分析、因子命名、信度检验、效度检验等步骤。研究最后形成的量表包括6个维度共29个问项。研究发现政府服务质量可以从政府服务的意愿性,政府服务的效率性,政府服务的保障性,政府服务的关怀性,政府服务的信息性和政府服务的有形性6个方面进行评价。根据研究的结果,本文最后给出了提高政府服务质量,完善政府服务职能的对策建议。
[Abstract]:With the development of the times, the public demand for the government is higher and higher. In order to adapt to the requirements of the times, the government constantly speeds up the transformation from the functional government to the service-oriented government to improve the service quality and meet the public needs. Service quality is widely regarded as the main factor of distinguishing service products and establishing competitive advantage, which is the core of service industry. The primary function of service-oriented government is service, and the main content of evaluation is the evaluation of service quality. At present, the research on service-oriented government is mainly focused on the connotation, characteristics and construction significance of service-oriented government. The evaluation of government service quality is still a new research direction. The essential connotation of government service quality and the evaluation method of government service quality need to be deeply studied. Through the investigation of the government service object, it is of great theoretical significance and practical value to design an objective, fair and scientific survey scale to measure the level and performance of the government service from the angle of the service object. Through the research and practice of many experts SERVQUAL has been proved to be the most authoritative evaluation service quality model and its validity reliability and predictability have been widely recognized. Based on the existing SERVQUAL scale used in general service industry, this paper combines the theory of administration with the practical characteristics of our government. Using the methods of factor analysis and principal component analysis, the SERVQUAL evaluation scale of government service quality with high reliability and validity was developed. This paper begins with defining the concept of the object to be measured, including question selection, data collection, item purification, exploratory factor analysis, factor naming, reliability test, validity test, and so on. The final form of the study consisted of 6 dimensions and 29 questions. It is found that the quality of government service can be evaluated from six aspects: the willingness of government service, the efficiency of government service, the guarantee of government service, the care of government service, the information quality of government service and the materiality of government service. According to the results of the research, this paper finally gives the countermeasures and suggestions to improve the quality of government service and improve the function of government service.
【学位授予单位】：哈尔滨理工大学
【学位级别】：硕士
【学位授予年份】：2010
【分类号】：D035

【引证文献】