Empirical Research on Satisfaction to Government Service Quality

摘要：

In the course of constructing service government, service concept should be formed and service quality should be improved. On the basis of customer satisfaction theory, this paper researches on enterprises satisfaction to the economy and trade board in Yiliang County by developing a questionnaire. At the first, this paper reviews literature about customer satisfaction. Secondly, it designs index system and questionnaire to investigate enterprises satisfaction. Then, it makes a statistical analysis on influencers of government image and satisfaction, expectation and perception to government service quality, satisfaction evaluation, methods to remedy service by using Excel, SPSS and the fuzzy evaluation method. In the end, some advice is made to improve satisfaction towards the service quality of economy and trade board in Yiliang, which, to some extent, can also be referenced by other government agencies.

关键词： fuzzy evaluation method government satisfaction service

作者: Xiaohong Yang Yali Zhang Chunli Zhou

作者单位: Xian Polytechnic University,Shaanxi,China Xian Polytechnic University

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 68-71

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）