文档介绍：宁夏大学
硕士学位论文
公共服务满意度调查研究--以宁夏银川市为例
姓名:闫泽峰
申请学位级别:硕士
专业:政治经济学
指导教师:张会萍
2011-03
摘要
随着西部大开发政策的实施,西部地区有了巨大的发展。宁夏地区作为西北五省市之一,在
此期间也取得了很大的成就,经济社会发展水平也跃上了一个新的台阶。但是尽管如此,自治区
仍处于一个爬坡追赶的发展阶段,公共品及公共服务水平仍然相对较低,经济欠发达。
为了提高政府在有限的资源里对公共服务的供给效率,从而达到改善民生、提高居民生活质
量这一目标,本文以宁夏自治区首府——银川市为例,对其三个城区的居民进行了公共服务满意
度调查,通过公共服务满意度这一指标,反映出银川市居民对政府提供的公共服务的满意程度,
从中发现问题,并提出相应的对策建议。
根据银川市公共服务的特点,本文建立了八个公共服务内容的指标体系,在向专家询问相关
意见后,运用层次分析法确定了指标权重,进而构建了公共服务满意度指标评价体系。在阅读国
内外文献的基础上,借鉴国内外相关理论研究成果,综合运用交叉分析法、相关分析法等研究方
法对银川市的公共服务进行了分析和评价。最后对某些公共服务低评价的原因进行分析,根据分
析结果和现实情况,提出提高银川市公共服务满意度的对策建议,为政府改进政策实施方式提供
导向和理论依据。

关键字:公共服务,满意度,满意指数,交叉分析

I
Abstract
The western region of China enjoys fast development with the implementation of western
development policy. The Ningxia Hui Autonomous Region of China, as one of the five northwest
provinces, has reached a new high level in economic and social development during the same period.
Yet in spite of this, the local public goods and services are still in a low level and have a long way to
catch up.
The thesis is aimed to achieve a higher living standard for people and improve the efficiency of
supply in public services with limited resources for government. It takes Yinchuan, the capital of
Ningxia province, as the research subject and takes the investigation way of questionnaire to residents
lived in its all three regions. Making use of the index of public service satisfaction, the thesis carries on
statistical analyses and put forward some countermeasures.
Based on consulting experts bining the local characteristics, the thesis sets up eight
indicator systems, which used the AHP to ascertain the index weight, to establish the public services
satisfaction evaluation system. The paper refers the related literature and theories inside and abroad, to
analysis and evaluates the public services in Yinchuan by using cross-impact