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借鉴顾客满意度在企业管理中的应用,把行政服务满意度引入行政服务质量的评估中,是当前一个非常热门又前沿的课题。通过行政服务满意度衡量行政服务质量的好坏,并追踪行政服务绩效,提高行政服务的质量和效率,这对打造一个服务型政府来说意义重大。因此,本文探讨了行政服务满意度的内涵、行政服务满意度测评的要素、国际行政服务满意度评价模型与方法以及经验借鉴等几个基础理论问题。
Drawing on the application of customer satisfaction in business management, the introduction of administrative service satisfaction into the evaluation of administrative service quality is currently a very hot and cutting-edge topic. Measuring the quality of administrative services through the satisfaction of administrative services and tracking the performance of administrative services to improve the quality and efficiency of administrative services is of great significance for building a service-oriented government. Therefore, this article discusses several basic theoretical issues, such as the connotation of administrative service satisfaction, the factors of administrative service satisfaction evaluation, the evaluation model and method of international administrative service satisfaction, and the experience of reference.