文档介绍：首都经济贸易大学
硕士学位论文
公共服务满意度测评研究及市政分析
姓名:闫燕
申请学位级别:硕士
专业:统计学
指导教师:刘娟
20100301
首都经济贸易大学硕士学位论文公共服务满意度测评研究及实证分析
论文提要

当前,我国政府逐步迈向“服务型政府”,着重强调“以人为本”。公共服务,
如交通、教育、医疗、社会保障、社会治安改善等已经成为人们生活和生存不能缺少
的一部分。通过测度居民对公共服务的满意度水平,可以令政府更清楚明白的了解居
民的需求,指引政府将有限的财政资金投入人们当前最急需的服务,资源优化配置。
本文主要以公共服务满意度的测度、评价和分析方法为研究对象,将各种测度方法运
用到实证中。
本研究是基于顾客满意度理论的公共服务满意度研究。首先,总结概述顾客满意
度在中外各国的应用情况,其次详细梳理了顾客满意度和公共服务满意度的模型理
论,以及总结分析满意度数据的各种方法。再次是将使用各种方法对2008年由首都经
济贸易大学做的公共服务满意度调查数据进行实证分析,最终得出北京市公共服务满
意度指数。

【主题词】
顾客满意度公共服务结构方程模型 PLS分析方法
首都经济贸易大学硕士学位论文公共服务满意度测评研究及实证分析
Abstract
Today, the Chinese government is gradually towards to "service-oriented government",
which emphasize the "people-oriented" backdrop. Public services which conclud
education, health, transportation , social security and so on , have e an indispensable
part of people's life . Through the measurement of residents of public service satisfaction
level, it can make government more clear about understanding of the needs for the
residents, inputing the limited financial into people's most urgent service project and
improving the situation provides important information, and so on. This article mainly take
the collective services degree of satisfaction's measure, the appraisal and the analysis
method as the object of study, utilizes in the real diagnosis each measure method.
This study is based on the theory of public service and customer satisfaction degree. This
paper firstly introduced and summarized customer satisfaction and theory, practice and
model in public service satisfaction index, index system is divided into research,
design of index quantification and the weight, satisfaction index survey and satisfaction
index analysis, and the process involved in the statistical methods were summarized and
b. bining the 2008 public service satisfaction survey data of Beijing
residents hosted by the CUEB, using various cust