基本公共服务质量作为一个亟待界定的概念与评估术语,既不能混同行政服务的绩效评价,也不能照搬顾客满意度测评,更不能套用产品质量或服务标准。依循公共行政在不同决策环境关注的价值取向,赋予基本公共服务质量概念的“情境性”和“层次性”特征:新公共管理语境重视顾客满意和理性选择的微观质量;民主公民权语境关注共同利益和需求表达的中观质量;新公共服务语境追求公共利益和价值规范的宏观质量。而基本公共服务质量的核心是公民参与公共服务提供、分配、获得、享用等服务链的亲身体验和综合评价。因此,构建“政府-公众-市场”三方互动的基本公共服务供给体制,保障基本公共服务提供充足、分配均衡、获得可及、享用普惠,才能让每一位公民共享基本公共服务的改革成果,不断提升基本公共服务质量。 As a concept and evaluation term that needs to be defined, the quality of basic public service can not be confused with the performance evaluation of administrative services, nor can it copy customer satisfaction evaluation, nor can it apply product quality or service standards. In accordance with the value orientation that public administrations are concerned about in different decision-making environments, the concept of basic public service quality confers “contextuality ” and “hierarchy ” characteristics: the new public management context emphasizes the micro quality of customer satisfaction and rational choice; democracy The context of civil rights focuses on the mid-point quality of common interests and the expression of needs; the new public service context pursues the macro-quality of public interest and value norms. The core of public service quality is the personal experience and comprehensive evaluation of citizen participation in the service chain of public service provision, distribution, access and enjoyment. Therefore, it is necessary to establish a basic public service supply system in which the “government-public-market” interaction is to be achieved through three-way interaction so as to ensure adequate provision of basic public services, balanced distribution, access to and enjoyment of inclusive public services so that every citizen can share basic public services Reform achievements, and continuously improve the quality of basic public services.