| 秦芳,刘梦娟,邓钰佳.地方政府一体化政务服务质量评价与提升路径研究[J].数字图书馆论坛,2023,(7):52~62 |
| 地方政府一体化政务服务质量评价与提升路径研究 |
| Evaluation and Improvement Path of Local Government’s Integrated Service Quality |
| 投稿时间：2023-04-27 |
| DOI：10.3772/j.issn.1673-2286.2023.07.006 |
| 中文关键词: 地方政府；一体化政务；服务质量；评价体系；提升路径 |
| 英文关键词: Local Government; Integrated Government Service; Service Quality; Evaluation System; Improvement Path |
| 基金项目:本研究得到浙江省自然科学基金探索项目“电商直播背景下零售企业服务质量测评与改进研究”（编号：LQ21G020006）、浙江省社会
科学界联合会研究课题“助农直播驱动浙江省农产品区域公用品牌建设的机制与路径研究”（编号：2023N035）、浙江省属高校基本科研
业务费专项资金“服务主导逻辑下电商直播体验质量构成维度、影响机理及改进策略”（编号：2021YW58）资助。 |
| 作者 | 单位 | | 秦芳 | 中国计量大学经济与管理学院 | | 刘梦娟 | 中国计量大学经济与管理学院 | | 邓钰佳 | 中国计量大学经济与管理学院 |
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| 中文摘要: |
| 一体化政务对于提升公共服务治理水平具有重要意义。以“物理-事理-人理”（WSR）方法论为研究框架，构建地方政府一体化政务服务质量的多维评价体系，运用模糊综合评价法和模糊集定性比较分析法对一体化政务服务质量进行综合评价，并分析提升公众满意度的多重并发组合路径。研究发现：浙江省一体化政务服务质量处于“较好”水平；一体化政务服务质量所有单一因素均不是产生公众高满意度的必要条件；地方政府一体化政务服务质量影响公众满意度的9种组态可归纳为4种路径，即S驱动型、W-S主导型、S-R主导型和W-S-R并举型。各地方政府应结合自身已有优势，有针对性地选择S驱动型以加强顶层组织架构设计，选择W-S主导型和S-R主导型强化多因素组合的协同驱动作用，以及通过W-S-R并举型全方位探索一体化政务服务质量的提升策略。 |
| 英文摘要: |
| Integrated government services are of great significance in improving public service governance. Using Wuli-Shili-Renli (WSR) methodology, this study constructs a multi-dimensional evaluation system for the integrated government services of local government. Moreover, this study uses fuzzy comprehensive evaluation and fuzzy-set qualitative comparative analysis methods to comprehensively evaluate integrated government service quality, and analyzes its multiple concurrent combination paths to improve public satisfaction. The results show that the integrated government service quality of Zhejiang Province is “good”. Furthermore, any of single dimension of integrated government service quality is not necessary to generate high public satisfaction. In addition, the nine configurations of integrated government service quality of local government affecting public satisfaction can be summarized into four paths, namely S-driven, W-S-led, S-R-led, and W-S-R parallel. Local governments should consider its advantages and select the S-driven model to strengthen the top-level organizational structure design. Then, the W-S-led and S-R-led models should be chosen to enhance the synergistic driving effect of the multi-factor combination. The W-S-R parallel model should be used to explore strategies to improve the integrated government service quality. |
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