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Research on Public Satisfaction with Police Service Trade of Household Registration

Author: ZhongYuYan
Tutor: ChenYongGuo
School: Shanghai Jiaotong University
Course: Public Administration
Keywords: Household registration window Quality of service Public satisfaction
CLC: F224
Type: Master's thesis
Year: 2011
Downloads: 69
Quote: 0
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Abstract

Construction of harmonious relations between the police is an important part of the socialist harmonious society, harmonious society stressed that the \One of the important functions of public security household registration window as the government's public service, public satisfaction with the household registration window service quantitative and qualitative analysis of the combined system can provide a scientific basis to improve the quality of service as well as the satisfaction of the household registration window, more effective ways and means to establish a good image of the police officers in the new era. This article through the satisfaction of customer satisfaction and police both literature review provides satisfaction for public services of household registration window the satisfaction theory development background. After, and by means of a service-oriented government theory, total quality management theory and government performance evaluation theory to prove the necessity of public satisfaction research. This paper adhering to the guiding role of empirical research on the actual work of public security, household registration window of a police station in Shanghai as an object of study, PZB service quality model by Parasuraman, Zeitheml Berry three scholars and SERVQUAL scale as the measurement of service satisfaction. theoretical basis, obtain a small sample of statistics, data reliability and content validity testing, through the form of a pre-questionnaire contains 19 questions, 31 asked police station residence for window service satisfaction survey formal questionnaire. This formal questionnaire as an investigative tool, and collected 189 valid questionnaires, and then using the SPSS statistical analysis software sample analysis of these data, factor analysis, differences in expectations and perception of service analysis, demographic variables on quality of service and satisfaction of variance analysis as well as factors affecting the satisfaction of multiple linear regression analysis. Technical analysis of the data obtained to evaluate the service quality of the household registration window two dimensions: hard power and soft power; demonstrate the existence of the expectations and perception of service differences; different demographic variables in the two service quality dimensions and overall satisfaction of the different performance; affect satisfaction factor multiple regression analysis, drawn soft power dimension of satisfaction has a positive impact on the conclusion, the data confirmed the perceived service model is superior to the \model. According to the results of statistical data analysis of this information, combined with the characteristics of the household registration window service characteristics affect household registration window service quality and satisfaction factors and dimensions, and policy recommendations for household management and enforcement departments to further improve the household registration window The level of quality of service and satisfaction for reference.

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