公众对户籍窗口服务的满意度研究——以上海市某派出所为例-公共管理学专业论文.docx

上海交通大学 M 上海交通大学 MPA 学位论文 公众对户籍窗口服务的满意度研究——以上海市某派出所为例 II II 的技术性分析，得出评价户籍窗口服务质量的二个维度：硬实力及软实力； 论证了期望与感知服务的差异存在性；讨论了不同人口统计变量在两个服 务质量维度及总体满意度上的不同表现；在影响满意度因子的多元回归分 析中，得出了软实力维度对满意度有正向影响的结论，同时用数据证实了 “感知服务”模型优于“服务质量”模型。 根据本文的资料统计与数据分析结果，针对影响户籍窗口服务质量及 满意度的因素及维度特征，结合户籍窗口服务的特点，提出相应的政策与 建议，供户籍管理及实施部门为进一步提高户籍窗口服务质量及满意度水 平作参考。 关键字：户籍窗口，服务质量，公众满意度 PAGE PAGE III RESEARCH ON PUBLIC SATISFACTION WITH POLICE SERVICE TRADE OF HOUSEHOLD REGISTRATION — — TAK E A POLI CE STATI O N IN SHA NG HA I FOR EXA MP LE ABSTRACT To construct harmonious police-public relationship is the important portion of building a harmonious socialist society which emphasizes government’s job orientation to people and to service. In order to reach this goal, the public service should abide by the standard of public satisfaction. As one of the important functional departments of government service, a systematic research on the police service trade of household registration combined with qualitative and quantitative analysis could not only provide scientific foundation for boosting the service quality of police household registration, but act as the effective approach and measure as well of erecting good police image of the new era. Literature review on customer satisfaction and police job satisfaction provide the research on public satisfaction with police service trade of household registration with related background for the developing process of satisfaction theories. Then with help of the theories of service-oriented government, total quality management and government performance, the necessities of research on public satisfaction are expounded and proved. To carry on the guidance to police practical work on the role of empirical study, take a certain police station of Shanghai municipal public security as the research sample, the PZB model and the SERVQUAL measurement are adopted which were proposed by Parasuraman,ZeithemlBerry to evaluate the degree of public satisfaction with public service. The stat