基于结构方程模型的市民满意度指数研究

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1、上海交通大学硕士学位论文基于结构方程模型的市民满意度指数研究姓名：丁同庆申请学位级别：硕士专业：管理科学与工程指导教师：田澎20060118上海交通大学硕士学位论文基于结构方程模型的市民满意度指数研究ABSTRACTFollowingthechangesofglobalanddomesticenvironment,thetransformationofChinesegovernmenthasenteredanewperiod.Constructingaservice-orientedgovernmentto“servethem

2、arketplayers,servethesociety,andservethepeopleeventually”hasbeensetasthegoalofChinesegovernment.Inthisbackground,bothcentralandlocalgovernmentshouldtransfertheireffortandresourcesfromgovernmentmanagementandcontroltodiscoveringandmeetingpeople’sneed,satisfyingpeoplet

3、hroughpublicadministrationandservice.Meanwhile,urbanizationhasbeenasurgeofsocialeconomicdevelopmentandofmodernindustrializationallovertheworld,thecompetitionamongdistrictshaschangedintothecompetitionamongcities,basedoncitiesandfocusingoncities.Theurbanizationprocess

4、ofChinahasbeenlistedasoneofthetwokeyfactorsthatwillinfluencetheevolvementprocessofpeopleinthe21stcentury.Thereforeitisofgreatsignificancebothinpracticeandintheorytoresearchtheevaluationofcitygovernmentadministrativeandserviceperformance.Basedontheabove,themainclueof

5、thisarticleistoconductresearchoncitizensatisfactionofcitygovernmentadministrativeandserviceperformance,andthensetupacomparativelyscientificindexsystemofCitizenSatisfactionIndex.Themainresearchworkandresultsareasfollows:1.Thedefinitionofcitizenandcitizensatisfactioni

6、nCiSI.Theconceptdomainofcitizenisdefinedas”onethatownstheIDcardofsomecityandlivesinthesamecityinthesameperiod”,Theconceptofsatisfactionisdefinedas“apsychologicalresponsewhenacitizenisbeinginvolvedinacitizensatisfactionsurvey,includingcognitionrelatedwiththeperceived

7、experienceandtheevokedemotion,boththecognitionandtheemotionwillchangewhentimeelapses”.2.Theprocessofcitizensatisfactionasofthepublicmanagementandserviceperformance.Theprocessofcitizensatisfactioniscomposedofthreeperiods:conceptionofgovernmentadministrationandservice

8、performance,satisfactionandloyaltyintention.3.ThemodelofCitizenSatisfactionIndex.Theauthoranalyzesthedeterminantsandconsequentsintheproces