基于顾客满意度的网上行政服务能力评价研究

发布时间：2018-04-01 00:00

本文选题：网上行政服务　切入点：顾客满意度　出处：《华中科技大学》2015年硕士论文

【摘要】：近年来,伴随着信息基础建设的逐步推进,电子政务发展迅速。全国各地区广泛建立了网上行政服务中心,在服务方式上实现了突破。网上行政服务,不仅是信息时代,公共管理发展客观需要的实际选择,还是变革政府职能,建造服务型政府的重要途径。网上行政服务以信息技术为媒介,以政务流程再造为条件变革公共服务体制,转变政府职能,持续推进服务型政府建设。网上行政服务不断发展的今天,对政府网上行政服务能力的评价,进而不断优化与完善网上行政服务则成为必须。网上行政服务重在服务,政府将公众视为顾客,因此政府的工作质量归根到底决定于公众的满意程度,网上行政服务供给的服务品质的好坏高低由最终顾客——公众来评价应当是最具有说服力的。本着“没有标准,则无法评判”的理念,本文基于满意度测评的相关理论与政府服务的现实依据,对网上行政服务能力进行评价;充分考量网上行政服务自身的特点,建立了一套基于顾客满意度的网上行政服务能力评价标准。通过专家打分法及层次分析法的应用建立评价指标体系并确立权重,以湖北省人民政府网站为例,得出公众对其网上行政服务能力的满意度得分,根据测评结论给出相应的政策建议。本文最后进行了概括归纳与下一步研究展望,为未来的测评体系的研究提出了建议。
[Abstract]:In recent years, with the development of information infrastructure, e-government develops rapidly.China's various regions have established a wide range of online administrative service center, in the way of service has achieved a breakthrough.The online administrative service is not only a practical choice for the objective needs of the development of public management in the information age, but also an important way to transform the government functions and build a service-oriented government.The online administrative service takes information technology as the medium and the government process reengineering as the condition to reform the public service system, transform the government function, and continuously promote the construction of the service-oriented government.With the continuous development of online administrative service, it is necessary to evaluate the ability of government's online administrative service and to optimize and perfect the online administrative service.Online administrative services focus on services. The government regards the public as customers, so the quality of government work depends on the satisfaction of the public in the final analysis.The final customer-public evaluation of the service quality of online administrative service supply should be the most persuasive.Based on the theory of "there is no standard, there is no judgment", this paper evaluates the ability of online administrative service based on the theory of satisfaction evaluation and the realistic basis of government service, and fully considers the characteristics of online administrative service.A set of online administrative service capability evaluation criteria based on customer satisfaction is established.Through the application of the expert scoring method and the Analytic hierarchy process to establish the evaluation index system and establish the weight, taking the website of the Hubei Provincial people's Government as an example, the satisfaction score of the public to its online administrative service ability is obtained.According to the evaluation conclusions, the corresponding policy recommendations are given.At the end of this paper, the author makes a summary and prospect of the next research, and gives some suggestions for the research of the evaluation system in the future.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

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