公共服务的顾客满意度调查：理论与方法.(2)

Understanding the client satisfaction with public service

To the government, on one hand, the clients refer to the endusers of the product or service; on the other hand, them are the

participatants in produce and providing. Client surveying is not same to citizen surveying. The client is not necessarily citizen, but must be the direct recipient of service.

' perceptions of a service as informed by their experiences with it and

question the service delivery. Client satisfaction refers to a level of

rating,

which is the result of compare the perception of product/service to expectation.

S=F(E*P

S : satisfaction with specific service

E: expectation

' s the degree of satisfaction? We Client surveys focus on clients

P: perception

Expectation have a central role in influencing satisfaction with service, and these in turn are determined by a very range of factors, such as personal needs, previous experience, service reputation, communication and so on. Expectations of public services can be influenced by views of government and politicians. The factors determine service perceptions include the organization culture, regulation, manage system and personal knowledge background, technology, the attitude to service quality and so on.

Additionally, the special organization culture, principles and values are also

very important. So the view of public service is determined by direct service partly.

To improve the satisfaction level, on one hand, it need to make the expectation fix in with the reality; on the other hand, it need to improve the perception of service.

Measuring the client satisfaction with public service

By rating the service quality features obtain the degree of satisfaction. In general, service quality factors are categorized to five dimensions: responsiveness, reliability, access and facilities, communication and cost. In addition, the dimension of recovery (how services deal with putting things right when they have gone wrong is also must be considered. The importance of each feature is not equal. Calculating the satisfaction, we must integrate the importance attached to each features. Studying the relative

importance of each feature is the need of identify the priority of improvement and allocate resource effectively, too. To different service, the relative importance of each feature is different. Mostly, responsiveness (time pressure, willingness to assist patients, time for emotional problems and prompt service,

reliability (effectiveness, home visits, effectiveness of other practice staff, dealing with emotional problems and empathy

(individualised attention. Different feature have different role in impacting the perception of service. According to the nature of their impact, Quality factors have been split into four main categories: Dissatisfiers (or hygiene factors, Satisfiers (or enhancing factors, Critical (or dual threshold factors, Neutral.

The relationship between performance and perceptions is not simply linear, because that the customer does not notice these relatively small differences. The model of of tolerance ” will helpouksnotw that.

Usually, the methods/instruments include SERVQUAL, Matrix approach, The

Customer Satisfaction Index, Scale Conversion Methodologies, Standardized Survey

Instruments, The Common Measurements Tool (CMT, and so on. How good is good? It needed to comparison. Essentially, there are two ways overall client satisfaction can be tracked: over time and against others.

How to Get Started

Client Satisfaction Survey Process:

Step 1: Identify Services and Clients

step 2: Clarify Your Objectives -What In formation Do You Need? Ste p 3: Develop Measurement Strategy

Step 4: Interpret, Analysis and Report

Step 5: Develop Improvement Plan

Step 6: Evaluate and Repeat (Back to Step 1

Although requiring time and resources, surveying must become an ongoing process rather than an occasional venture to ensure that government be fully responsive to the public ' s changing needs.

Thinking about the client satisfaction with public service surveying

There are some limitations in theory and practice in surveying client satisfaction with public service. Firstly, many models of private service quality focus on the aim of increasing consumption of services and/or increasing customer loyalty. For many public services these considerations are in theory less relevant, as they are monopoly suppliers, customers are required to consume the services (such as regulatory services or they are in fact the opposite of the aims of the service, where a reduction in consumption would be preferred (such as health and social services. The public service embraces different principles and values, and must consider and address requirements, constraints and interests different from those of the private sector. Secondly, the clients of public service

are distinct from them of corporation. The client is equal to the corporation. There is not

compulsion in dealing with their relation. It isn ' t the case to public service. The policies are often

compulsive and people can ' t choose the provider of service freely, even can

whether accept the service provided by the government or not. Thirdly, the government can ' t carry on complicated interests, not merely on the current requirement. It cares about more than efficiency and benefits, but also social justice, the needs from every class, stability and development of sociality. In some cases, maximizing the satisfaction of clients isn suitable for policies. On the side, Client Leading and Satisfy Client have their limitation

themselves. Only focusing ' s not necessarily corporation can obtain anticipated results. Regarding surveying as measurement whether the goals have been …… 此处隐藏：5068字，全部文档内容请下载后查看。喜欢就下载吧 ……