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论文编号：	538
作者编号：	2120062059
上传时间：	2008/6/19 11:55:36
中文题目：	公共服务质量管理中的互动质量与
英文题目：	Research on the relationship o
指导老师：	杨坤
中文关键字：	公共服务质量;人员互动质量;非人
英文关键字：	the Quality of Public Service;
中文摘要：	随着人类社会步入后工业社会，社会经济正从产品经济转变为服务经济，服务业已经成为各国经济中发展最快的产业。作为公共权力行使者的政府，在整个社会中扮演着重要的角色，并且决定着经济和社会的发展进程，因此政府也应该提升自己的服务质量。20世纪80年代以来，以英国、美国等为代表的世界各国政府在世界经济一体化和新技术革命挑战面前纷纷调整政策，提出了“重塑政府”或“再造政府”的口号，并进行了公共部门的行政改革，服务质量成为政府改革的重要内容，提高公众满意度日益成为政府部门管理实践的关注要点。 另一方面，服务的过程性消费特点使得公众的满意度感知不再简单地来自于服务结果，而是更有赖于自身与服务部门所发生的互动接触。服务互动质量是影响公众满意度的重要因素。但目前，学术界在公众满意度的建立机制、互动质量的维度及其与满意度的影响关系研究还不够深入。 本研究致力解决这一问题。首先对公共服务质量管理、互动质量和满意度的相关理论进行梳理回顾。在借鉴前人研究的基础上，结合公共服务部门的实际以及研究目的，设定互动质量构成维度，并建立互动质量与公众满意度关系模型和相关假设，同时形成相关问卷量表。然后，本研究在国内的两个城市共收集了公众的554份有效数据。通过对定量数据进行信度和效度检验、探测性因子分析、相关分析和回归分析检验相关假设。 提高公众满意度将强有力地提高政府部门形象。本研究通过关注公众与服务部门的互动质量，分析研究互动质量的构成维度，指出互动质量各维度对公众满意度的影响力度，帮助公共服务部门认识到服务互动对于公众满意度的重要性，并在实践中把握提高公共服务质量的要点。
英文摘要：	In pace with the coming of post-industrial society, the social economy is undergoing a transformation from product economy to service economy, in which the service industry becomes the most promising industry with the highest growing speed. The government which is the exerciser of the public authority, plays an important role in the whole social and decides the development process of the economy and the social, should improve its service quality. Since 1980s, America and Britain which represent nation of the world had changed their policy, because of the challenge of the narrow world economy and the new technical revolution. They posed the watchword of “reengineer the government” and carried out the revolution of public section. Service quality becomes the most important content in the government revolution. The increasing of public satisfaction is becoming the key point in the practice of the government management. Besides, since service has its consuming characteristics of the process, people’s perception to the public satisfaction is no longer simply depends on the service result, but more depends on the interaction between themselves and service departments. The service interaction quality comes to being one of the most important factors which influence public satisfaction. However, at present, the establishment of mechanisms in public satisfaction and the dimension of the quality of interaction with the satisfaction of relations is not enough in-depth research in the academic community. Thus, for the sake of accomplishing this mission, the paper firstly reviews some correlative theories such as public service quality management, interaction quality and the degree of satisfaction etc. Based on these past literatures, the practice of the government service department and the research purpose, this study sets constructing dimensions of interaction quality and then builds a model of relationship between interaction quality and public satisfaction. In the same time, this study also develops some relatede questionnaire scales. Then, this study collected 554 valid public’ data across two cities in our country, and the hypothesis are verified through reliability and validity test, exploratory factor analysis, regression analysis. The increasing of public degree of satisfaction will improve the image of government departments forcely. By focusing on the interaction quality between public and service sectors and analyzing the constructing dimensions of interaction quality, this study aims to find out how much the dimensions of interaction quality would impact public degree of satisfaction. Having accomplishing this purpose, it would help service sectors realize the importance of service interaction to public satisfaction, and grasp the main points in the increasing of the quality of public service in practice
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