公众满意度的测量和评价,不但可以为政府监管部门开展绩效评价提供依据,而且能为社会调查方法的研究提供有益的启示。文章是对国内外公众满意度概念、满意度测评过程中采用的测评工具及测算方法的研究综述,发现诸多研究中存在量表各一,测算方法繁多的现象。基于此,笔者归纳总结了在梳理文献过程中发现的问题,并阐述自己的观点,为深入研究和测评公众满意度提供借鉴和参考。 The measurement and evaluation of public satisfaction can not only provide the basis for the performance evaluation of government regulators, but also provide useful enlightenment for the research of social investigation methods. The article summarizes the research on the assessment tools and measurement methods used in the concept of public satisfaction and satisfaction evaluation at home and abroad, and finds that there are many scales in each study and many measurement methods. Based on this, the author summarizes the problems found in the process of combing the literature, and expounds his own point of view, providing reference and reference for further research and evaluation of public satisfaction.