上海交通大学MPA学位论文 上海市公安局静安分局公众满意度测评研究
上海市公安局静安分局公众满意度测评研究
摘 要
20世纪80年代以来，在新公共管理运动的浪潮下，许多发达国家相继开展了政府部门改革，在顾客导向的观念、全面质量管理的思想、结果导向的理念，以及公众参与政府绩效评价等思想的指引下，人们对政府提供的公共物品和公共服务进行公众满意度测评日渐重视。
党的十六大第一次把我国政府职能归结为：经济调节、市场监管、社会管理和公共服务四个方面，提出要建设行为规范、运转协调、公正透明、廉洁高效的行政管理体制。在经济社会全面发展、各项改革继续深化的今天，转变政府职能、建设服务型政府是一个重大课题。公安机关作为行使着刑事司法和行政执法权的政府职能部门，在“立警为公、执法为民”的大背景下，也越来越强调公众满意导向的公共服务职能，即要向公众提供满意的公共安全产品和服务。近年来，政风行风测评、公众安全感、满意度调查以及窗口服务文明指数测评等各类动员公众参与的评估接踵而来。这不仅挑战着行政机关长期以来自上而下的层级监督、单一评估模式，而且有力推动了评估主体的多元化，促使公众参与评估机制的不断完善。但是，在基层公安机关公众满意度测评实践中，遇到了测评指标科学设置、评估主体合理选择和调查抽样、测评结果有效运用等一系列实际问题以及执法与服务矛盾冲突、不同利益群体博弈导致基层公安机关执法困境等诸多难题。
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上海交通大学MPA学位论文 上海市公安局静安分局公众满意度测评研究
因此，本研究选择上海市公安局静安分局公众满意度测评作为研究对象，对进一步凸显公安机关“立警为公、执法为民”的宗旨和公众满意的导向，指导基层公安机关改进行政执法管理水平和服务能力，进而提升公众的信任度和满意度具有很强的理论意义和现实意义。
论文通过文献检索、实证分析、比较研究等方法，以国内外经典的顾客（公众）满意度测评模型为理论依据，以上海市公安局静安分局接受上级政风测评、安全感、满意度测评、窗口行业文明指数测评以及自行组织的公众满意度测评实践为例，分析基层公安机关在公众满意度测评中存在的主要问题和原因，借鉴国外经验做法，结合国情和地区实际，对改进基层公安机关满意度测评工作提出具体的对策建议。
关键词；绩效评估，公众满意度测评，上海公安，静安分局
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上海交通大学MPA学位论文 上海市公安局静安分局公众满意度测评研究
THE RESEARCH ON THE MEASUREMENT of PUBLIC SATISFACTION INDEX OF JING AN BRANCH OF
SHANGHAI PUBLIC SECURITY BUREAU
ABSTRACT
80 years since the 20th century, in the new wave of public anagement, many countries have been carrying out the reform of government departments, in the concept of customer orientation, total quality management, thinking, results-oriented philosophy, and performance evaluation of public participation in government thinking Under the guidance of people to the government provision of public goods and public services are increasingly public satisfaction survey.
The first time the National Congress Party Government of China comes down to: economic regulation, market supervision, social management and public services in four areas, proposed to build a code of conduct, well-coordinated, fair, transparent, clean and efficient administrative system. In the economic and social development, the reform continued to deepen today, the transformation of government functions, build a service-oriented government is a major issue. The exercise of the public security organs as criminal justice and administrative law enforcement powers of the government departments, in the \public and law enforcement for the people\the background, more and
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上海交通大学MPA学位论文 上海市公安局静安分局公众满意度测评研究
more emphasis on public satisfaction with public service-oriented functions, which provide to the public Satisfied with the public security products and services. In recent years, political popularity of wind measurement, public security, and window service satisfaction survey index test, and other civilizations to mobilize public participation in the assessment follow. This not only challenges the long-standing top-down executive level oversight, a single assessment model, and a strong impetus to the diversification of the main assessment, evaluation mechanisms to promote public participation in continuous improvement. However, the public security organs at the grassroots level of public satisfaction measurement practice, having set the evaluation index science, assessment of the main survey sample selection and reasonable, effective use of evaluation results and a series of practical problems and conflicts of law enforcement and service, different interest groups led to the grassroots game Dilemma of Law Enforcement and other problems. Therefore, this study chose public satisfaction index of the Jing An Branch of Shanghai Public Security Bureau as the research object, further highlighting the public security organs, \Police for the public and law enforcement people, \direction to guide grass-roots public security organs to improve administrative law enforcement and service management Capacity, thereby enhancing public confidence and satisfaction has a strong theoretical and practical significance.
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上海交通大学MPA学位论文 上海市公安局静安分局公众满意度测评研究
Articles by document retrieval, empirical analysis, comparative
research methods to the classic foreign customers (the public) satisfaction evaluation model as the theoretical basis, the Public Security Bureau in Shanghai Jingan Branch of Government Ethics to accept a higher level assessment, security, satisfaction measurement , The window industry civilization index test and the self-organized practice of public satisfaction survey example, the analysis of grass-roots public security organs in the Public Satisfaction and causes major problems, learning from foreign experience and practice, combined with the actual conditions and areas of improvement of grass-roots public security Agency work satisfaction measurement specific countermeasures
KEY WORDS： performance evaluation; public satisfaction index; Shanghai police；Jing An
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