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基于对上海17个区县5 100位居民对公共服务满意度的实证分析,本研究发现,上海市居民对公共服务满意度的评价总体较为满意,但在不同区县和不同领域之间存在较大差异。公共服务满意度的影响因素可分为客观因素和主观因素两类,通过多层线性模型分析进一步发现,主观层面的因素对公共服务满意度有着较强的影响,对区县间差异的解释能力较强。其中,居民对政府工作的参与度、居民对政府工作的知晓度、居民的公益活动参与水平等都对公共服务满意度有显著的正向影响,性别也对公共服务满意度有显著影响;客观因素对公共服务满意度影响力较弱。因此,政府要在积极提升居民对政府工作和社会工作参与水平、增加公共服务的财政投入、提高公共服务投入效率等方面努力,以促进改进政府公共服务,提高居民的公共服务满意度。
Based on the empirical analysis of the public service satisfaction of 5,100 residents in 17 districts and counties in Shanghai, this study found that the overall satisfaction of Shanghai residents with public service satisfaction is relatively satisfactory, but there is a significant difference between different districts and counties in different areas Big difference. The factors influencing the public service satisfaction can be divided into two kinds: objective factors and subjective factors. According to the multi-layer linear model analysis, the subjective factors have a strong influence on public service satisfaction, and the explanatory power of the differences between districts and counties Strong. Among them, residents’ participation in government work, residents’ awareness of government work, residents’ participation in public welfare activities have a significant positive impact on public service satisfaction, and gender also has a significant impact on public service satisfaction; objective Factors have a weaker influence on public service satisfaction. Therefore, the government should make efforts to actively improve residents’ participation in government work and social work, increase financial input in public services, and improve the efficiency of public service inputs so as to promote the improvement of government public services and public satisfaction with public services.