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随着服务型政府建设的不断推进,公众对政府公共服务质量的要求越来越高,哪些因素影响了公共服务质量的改进,成为学术界和实践领域急需解决的问题。公众感知行政服务质量有6个维度,即便利性、响应性、透明性、守法性、实效性和保证性。服务设计、社会监督是公众感知公共服务质量的重要影响因素。服务设计和社会监督对公众感知公共服务质量各维度都有积极的直接影响,社会监督对感知质量与服务设计的关系的调节呈消极作用。
With the continuous development of service-oriented government, the public has become more and more demanding on the quality of government public service, and what factors have affected the improvement of public service quality has become an urgent problem to be solved in academia and practice. Public perception of the quality of administrative services has six dimensions, namely, convenience, responsiveness, transparency, compliance, effectiveness and assurance. Service design and social supervision are the important influential factors of public perception of public service quality. Service design and social supervision have a positive and direct impact on all dimensions of public perception of public service quality. Social supervision has a negative effect on the adjustment of the relationship between perceived quality and service design.