公共图书馆政府信息公开服务公众满意度研究

发布时间：2018-03-24 10:26

本文选题：公共图书馆　切入点：政府信息公开　出处：《西南科技大学》2017年硕士论文

【摘要】：2007年《中华人民共和国政府信息公开条例》的颁布,正式将公共图书馆纳入了政府信息公开体系。公共图书馆开展政府信息公开服务的主要目的是为了实现政府信息资源在政府和公众之间的再分配,使政府信息服务于社会发展,这也体现了服务型政府“服务”于公众的理念。公共图书馆政府信息公开需要以公众的实际需求为出发点,并考虑公众对相关服务的满意度,否则就会背离其服务于公众的本意。因此,本文在现有研究成果的基础上,从公众满意度的角度开展公共图书馆提供政府信息公开服务的调查研究,为我国公共图书馆政府信息公开服务工作的开展提出相关建议。目前,国内关于公共图书馆政府信息公开服务满意度的研究尚处于起步阶段。本文首先对公共图书馆政府信息公开服务的理论研究和实践发展等的国内外研究现状和发展趋势进行了分析,并阐述了开展公共图书馆政府信息公开服务公众满意度研究的必要性。其次,依据美国顾客满(ACSI)模型的基本思想选取公众期望、感知绩效、公共图书馆政府信息公开服务的成熟度、公众抱怨、公众信任六个变量为潜在影响因素,并结合我国公共图书馆政府信息公开服务的现状和特点解析出可测影响因素,建立公共图书馆政府信息公开服务公众满意度影响因素的评价指标体系。最后,对公共图书馆政府信息公开服务公众满意度进行了实证调查研究,以西安市市民为调查对象,通过调查问卷了解公众对公共图书馆政府信息公开服务的满意程度,经分析得出感知绩效、公共图书馆政府信息公开成熟度、公众信任等因素对公众满意度具有较大的影响,并结合我国公共图书馆开展政府信息公开服务的现状提出了相关建议和对策。
[Abstract]:The promulgation of the regulations of the people's Republic of China on the publicity of Government Information in 2007, The main purpose of public libraries to open government information is to realize the redistribution of government information resources between the government and the public, and to make the government information serve the social development. This also reflects the idea that the service-oriented government "serves" the public. The public library government information disclosure needs to take the actual needs of the public as the starting point, and consider the public satisfaction with the related services. Otherwise, it will deviate from the original intention of serving the public. Therefore, based on the existing research results, this paper carries out the investigation and research on the public library providing government information disclosure service from the perspective of public satisfaction. This paper puts forward some suggestions for the development of government information disclosure service in public libraries of our country. At present, The domestic research on the satisfaction degree of government information disclosure service in public libraries is still in its infancy. Firstly, this paper studies the current situation and development of the theory and practice of government information disclosure service in public libraries both at home and abroad. The trend of the exhibition is analyzed. It also expounds the necessity of the research on the public satisfaction of public information disclosure service in public libraries. Secondly, according to the basic idea of American customer full ACSI model, the author selects the public expectation and perceives the performance. The maturity of the public library government information disclosure service, the public complaint, the public trust six variables are the potential influencing factors, and combined with the present situation and characteristics of the public library government information disclosure service, the measurable influencing factors are analyzed. Finally, the paper makes an empirical investigation on the public satisfaction degree of the public information disclosure service of public libraries, taking the citizens of Xi'an as the object of investigation, and establishes the evaluation index system of the public satisfaction degree of the public information disclosure service of the public library. Through the questionnaire to understand the degree of public satisfaction with the public library government information disclosure services, through the analysis of perceived performance, public library government information disclosure maturity, public trust and other factors have a greater impact on public satisfaction. Some suggestions and countermeasures are put forward in combination with the present situation of public library service of government information disclosure in our country.
【学位授予单位】：西南科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G258.2;G252

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