基于ACSI的政府危机管理公众满意度指数模型实证分析

危机管理的研究越来越关注群体层面,加之＂新公共管理＂运动在世界范围内的影响,使得＂公众满意度＂成为衡量公共部门绩效的重要价值取向。本文从公众满意度的角度出发,在文献研究的基础上,建构了适用于中国政府公共危机管理评价的新型满意度测评指标模型GCMSI（政府危机管理满意度指数）,旨在找出政府危机管理过程中影响公众满意度的关键因素,探究模型的作用机理,从而从实践层面上对政府公共危机管理能力的改进提供指导性的参考与建议,并从理论层面上填补该领域研究的空白。

An Empirical Analysis of Government Crisis Management Satisfaction Index Model

The research of crisis management is focus on group level nowadays, combined with the influence of ＂New Public Management＂ movement around the world, makes ＂Public Satisfaction＂ as the important value orientation of per- formance of public sector. From the perspective of public satis- faction, this analysis constructs a new public crisis satisfaction index model, namely GCMSI （the Government Crisis Manage- ment Satisfaction Index）, which is applied to the situation of Chinese government. The aim of this research is to find out the key factors that affect public satisfaction in the process of crisis management, moreover, to explore the mechanism of GCMSI. In this way, it could provide suggestions and guidance for im- proving government public crisis management ability from the practical level, on another hand, it would fill the blank of this field of research from the theoretical level.