城市管理公众满意度指数模型实证分析

随着城市化进程的快速推进,公众广泛参与的多元主体管理模式成为现代城市管理的发展趋势,"公众满意"成为衡量城市管理水平、反应城市竞争力的重要指标.本文针对城市管理全民共享、非盈利化以及缺乏消费者自由选择的特点,结合我国城市管理模式地区差异明显这一具体国情,提出了一个区别于企业顾客满意度指数模型的城市管理公众满意度指数模型(UMPSI),并以来自杭州市城市管理公众调查的数据对该模型进行大样本的实证分析,找出了影响城市管理公众满意度的关键因素,较好地解释了城市管理公众满意的作用机理,为城市管理服务质量的改善和政府相关政策的制定提供了具有实际价值的决策参考.

An Empirical Study of Public Satisfaction on Urban Management

The complexity of urban management has been continuously increased in recent years,especially in China,since China has been in an age of fast urbanization. As the major participants of urban development,citizens have played a leading role in urban management. The satisfaction of citizens is regarded as the ultimate indicator of urban management. In this paper,an Urban Management Public Satisfaction Index (UMPSI) model is proposed. This UMPSI model considers the particularities of Chinese urban management,an...