摘 要：公共事业管理作为政府治理的重要组成部分，其服务质量直接影响公众福祉和社会稳定。本研究基于当前我国公共事业管理中公众满意度测评体系缺乏系统性和科学性的现状，旨在构建一套全面、规范的测评体系以提升管理效能。研究综合运用文献分析法、问卷调查法和统计建模法，首先梳理国内外相关理论与实践，明确影响公众满意度的关键因素；其次设计包含服务效率、公平性、透明度等多维度的测评指标体系，并通过层次分析法确定各指标权重；最后以某市公共服务部门为案例进行实证分析。结果表明，该测评体系能够有效反映公众真实需求并为管理优化提供数据支持。本研究的创新点在于将定性与定量方法相结合，提出动态调整机制以适应不同地区和领域的特点，为完善公共事业管理提供了重要参考。
关键词：公共事业管理；公众满意度测评体系；服务效率
Abstract：Public utility management, as a critical component of government governance, directly influences public well-being and social stability through its service quality. This study addresses the current lack of systematicity and scientific rigor in public satisfaction evaluation systems within China's public utility management, aiming to construct a comprehensive and standardized evaluation system to enhance management efficiency. By integrating literature analysis, questionnaire surveys, and statistical modeling, this research first reviews relevant theories and practices both domestically and internationally to identify key factors influencing public satisfaction. Subsequently, a multi-dimensional evaluation index system is designed, encompassing aspects such as service efficiency, fairness, and transparency, with weights for each indicator determined through the Analytic Hierarchy Process (AHP). Finally, an empirical analysis is conducted using a case study of a municipal public service department. The results demonstrate that the proposed evaluation system effectively reflects genuine public needs and provides data-driven support for management optimization. The innovation of this study lies in its combination of qualitative and quantitative approaches, along with the introduction of a dynamic adjustment mechanism to accommodate the characteristics of different regions and sectors, offering significant reference for improving public utility management.
引言 1
一、公众满意度测评的理论基础 1
(一)满意度测评的核心概念 1
(二)国内外研究现状分析 2
(三)测评体系构建的理论框架 2
二、公共事业管理的特点与需求 3
(一)公共事业管理的基本特征 3
(二)公众需求对管理的影响 3
(三)测评体系在管理中的作用 4
三、测评指标体系的设计与优化 4
(一)指标体系的设计原则 4
(二)核心测评维度的选择 5
(三)指标权重的确定方法 5
四、测评体系的应用与效果评估 6
(一)测评工具的开发与实施 6
(二)数据收集与分析方法 6
(三)测评结果的应用与反馈机制 7
结论 7
参考文献 9
致谢 9
关键词：公共事业管理；公众满意度测评体系；服务效率
Abstract：Public utility management, as a critical component of government governance, directly influences public well-being and social stability through its service quality. This study addresses the current lack of systematicity and scientific rigor in public satisfaction evaluation systems within China's public utility management, aiming to construct a comprehensive and standardized evaluation system to enhance management efficiency. By integrating literature analysis, questionnaire surveys, and statistical modeling, this research first reviews relevant theories and practices both domestically and internationally to identify key factors influencing public satisfaction. Subsequently, a multi-dimensional evaluation index system is designed, encompassing aspects such as service efficiency, fairness, and transparency, with weights for each indicator determined through the Analytic Hierarchy Process (AHP). Finally, an empirical analysis is conducted using a case study of a municipal public service department. The results demonstrate that the proposed evaluation system effectively reflects genuine public needs and provides data-driven support for management optimization. The innovation of this study lies in its combination of qualitative and quantitative approaches, along with the introduction of a dynamic adjustment mechanism to accommodate the characteristics of different regions and sectors, offering significant reference for improving public utility management.
Keywords: Public Utility Management；Public Satisfaction Evaluation System；Service Efficiency
引言 1
一、公众满意度测评的理论基础 1
(一)满意度测评的核心概念 1
(二)国内外研究现状分析 2
(三)测评体系构建的理论框架 2
二、公共事业管理的特点与需求 3
(一)公共事业管理的基本特征 3
(二)公众需求对管理的影响 3
(三)测评体系在管理中的作用 4
三、测评指标体系的设计与优化 4
(一)指标体系的设计原则 4
(二)核心测评维度的选择 5
(三)指标权重的确定方法 5
四、测评体系的应用与效果评估 6
(一)测评工具的开发与实施 6
(二)数据收集与分析方法 6
(三)测评结果的应用与反馈机制 7
结论 7
参考文献 9
致谢 9
