区级政府行政服务满意度及质量提升研究报告——基于佛山顺德区行政服务中心的调查
|
摘要
行政服务中心是政府提供行政审批服务的窗口,通过对区级行政服务中心服务对象的服务需求及满意度调查,可以了解区级政府的行政服务质量和效能提升方向,推动行政服务改革。研究通过随机抽样,获取前往顺德区行政服务中心的办事人员的1 014份现场调查及17 673份网上调查样本,对窗口服务、办事环境、公共服务及总体评价进行了满意度调查,了解办事人员的相关服务述求及意见建议,分析顺德区行政服务效能的现状和问题,并给出相应的效能提升建议。
Administrative Service Center is the government window to provide the public administrative services. The service satisfaction and quality improvement survey helps the district government to perform better governance reform and offer better service to the public. The survey collected 1 014 on-site and 17 673 online samples randomly from the clients of Shunde Administrative Service Center, which investigated the citizen's requirements and satisfaction information on window service, service center environment, public service and overall evaluation. Through a detailed analysis of the current situation and existing problems, certain measures for the improvement of service quality are provided.
Administrative Service Center is the government window to provide the public administrative services. The service satisfaction and quality improvement survey helps the district government to perform better governance reform and offer better service to the public. The survey collected 1 014 on-site and 17 673 online samples randomly from the clients of Shunde Administrative Service Center, which investigated the citizen's requirements and satisfaction information on window service, service center environment, public service and overall evaluation. Through a detailed analysis of the current situation and existing problems, certain measures for the improvement of service quality are provided.
引文
[1]中国新闻网.中共中央举行民主协商会习近平主持并发表讲话.[EB/OL].(2013-02-28)[2016-05-20].http://www.ce.cn/xwzx/gnsz/szyw/201302/28/t20130228_24155134.shtml.
[2]于清波.提升区县级行政服务中心效能的调查与思考:以淄博市为例[J].企业导报,2016(1):172-173.
[3]宋丹丹.地方行政服务中心公共服务效能研究:以安徽省三市行政服务中心为例[D].芜湖:安徽师范大学,2010.
[4]邓雪琳.整体政府与我国行政服务中心建设研究:以广东省中山市为例[J].财经问题研究,2010(8):123-124.
[5]李平.行政审批服务中心满意度调查分析:以温州为例[J].知识经济,2015(9):25-26.
[6]余蓉.地方政府行政服务中心公众满意度评价模型构建[J].现代商业,2012(6):168-169.
[7]孙思浓.地方行政服务中心公众满意度的提高策略[J].世纪桥,2016(2):77-78.
[8]郭宏宇.政府行政服务中心服务接受者满意度及其影响因素研究:以沈阳等四市为例[D].沈阳:东北大学,2008.
[2]于清波.提升区县级行政服务中心效能的调查与思考:以淄博市为例[J].企业导报,2016(1):172-173.
[3]宋丹丹.地方行政服务中心公共服务效能研究:以安徽省三市行政服务中心为例[D].芜湖:安徽师范大学,2010.
[4]邓雪琳.整体政府与我国行政服务中心建设研究:以广东省中山市为例[J].财经问题研究,2010(8):123-124.
[5]李平.行政审批服务中心满意度调查分析:以温州为例[J].知识经济,2015(9):25-26.
[6]余蓉.地方政府行政服务中心公众满意度评价模型构建[J].现代商业,2012(6):168-169.
[7]孙思浓.地方行政服务中心公众满意度的提高策略[J].世纪桥,2016(2):77-78.
[8]郭宏宇.政府行政服务中心服务接受者满意度及其影响因素研究:以沈阳等四市为例[D].沈阳:东北大学,2008.