顾客满意度在政府服务中的应用

将顾客满意战略运用于公共管理,是当今公共管理界研究的热点.文章对如何在政府部门建立顾客满意度评估体系作了深入研究.首先,分析政府部门的顾客类型;其次,研究政府服务中顾客满意的内容,并指出顾客满意具有有限性和多层次性的特点;再次,对顾客满意度进行评估,指出应建立专门的评估小组,确定评估指标和权重,收集数据并进行科学分析;最后,针对评估结果,建立完善的反馈系统和监督机制.

Application of Customer Satisfaction Degree in the Government Service

At present,customer satisfactory strategy is becoming wildly used in public management.This paper analyzes how to establish customer satisfactory degree(CSD) assessment system in government sector.First,it is necessary to analyze the customer type of government service.Secondly,by analyzing the content of customer satisfaction(CS),this paper points out that CS is limited and multiple.Thirdly,it details process for evaluating CSD of government. Fourthly,it is necessary to establish appropriate feedback system and supervise mechanism.