An Evaluation System of Local Government Public Service Quality and its Application
地方政府公共服务质量评价体系及其应用

Reviewing the development of public service theories in the world and the research situation of service-based government in China based on the New Service Theory and Customer Value Theory,this study explores the citizen value dimension of government public service and its achieving process,and establishes a research framework for government public service towards citizen value.Based on this research framework,the evaluation system of local government public service quality consists of four dimensions,including functional value,feeling value,social value and perceived sacrifices,and 45 indicators.Using this evaluation system and Analytic Hierarchy Process method,this study also evaluates the public service qualities of 48 local governments in Zhejiang Province,comparing and clustering analyses about these local governments' public services.The results indicate that the evaluation of local government public service quality based on citizen value will be not only beneficial for the development of local government performance evaluating patterns with public service orientation and the establishment of long-term mechanism for improving the public service quality,but also helpful for understanding the citizen value needs and delivering the specific public service and establishing service-based governments at different levels of governments in China.