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A Study on Service Oriented Government Customer Satisfaction Evaluation

Author: ZuoJiangMei
Tutor: LuoXiaoGuang
School: Harbin University of Science and Technology
Course: Technical Economics and Management
Keywords: Service-oriented government Government Customers Government customer satisfaction
CLC: D035
Type: Master's thesis
Year: 2008
Downloads: 533
Quote: 3
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The late 1970s and early 1980s, in order to meet the challenges of economic globalization and world multi-polarization and out of the financial crisis of confidence in Western countries reinventing government. In this campaign, leading the Governments reform pointer is actively learn advanced enterprise management ideas and experience, the successful experiences and practices of business management in public administration, in order to improve the efficiency and quality of service of the government. Customer satisfaction theory \degree of investigation and research. By the wave of impact and to promote administrative reform of the world, our theoretical circles, the central government and local government to build a new government made many useful exploration, first proposed the \concept, \The starting point of the service-oriented government \Therefore, the citizens are satisfied with the Government Performance evaluation. Government management performance assessment in the context of actively building a service-oriented government, to carry out public satisfaction oriented performance evaluation depth inevitable trend of development, it helps to improve government performance, to improve the relationship between government and the public, and the promotion of socialist democracy political construction has important practical significance. This article summarizes the theory of the service-oriented government, the definition and analysis of service-oriented government connotation; summarizes customer satisfaction theory, clear the government customer, the government customer satisfaction, the definition and characteristics as well as government customer satisfaction and enterprise customers satisfied similarities and differences; based on existing customer satisfaction evaluation model for China's national conditions, design Government customer satisfaction front the variables and rear variable, and the establishment of a service-oriented government Customer Satisfaction Measurement model, and to Harbin City empirical validation survey.

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CLC: > Political, legal > Political Theory > Theory of the State > State administration
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