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易兰丽,杨慧,孟庆国,黄梅银.政务大厅服务效能影响因素实证分析[J].北京理工大学学报(社会科学版),2019,21(4):104~112 本文二维码信息
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政务大厅服务效能影响因素实证分析
Empirical Research on Factors of Government Service Centers Affecting Service Efficiency
投稿时间:2018-08-06  
DOI:10.15918/j.jbitss1009-3370.2019.2155
中文关键词:  政务大厅  服务效能  影响因素  实证分析
English Keywords:government service center  service efficiency  influencing factors  empirical research
基金项目:中国博士后科学基金面上项目资助"政务服务中心运行模式比较分析与效能提升路径研究"(2018M631514);2019年北京市社会科学院青年项目资助"北京市‘互联网+政务服务’绩效评估研究"(2018B5130)
作者单位
易兰丽 清华大学 公共管理学院, 北京 100084 
杨慧 北京市社会科学院 首都社会治安综合治理研究所, 北京 100101 
孟庆国 清华大学 公共管理学院, 北京 100084 
黄梅银 清华大学 公共管理学院, 北京 100084 
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中文摘要:
      政务大厅在积极开展创新实践的同时,也存在区域发展不平衡、部门协调难、窗口忙闲不均等诸多问题。量化政务大厅的服务效能,有效识别影响服务效能的关键因素,对于更快更好发挥大厅在"放管服"改革中的作用具有重要的现实意义。文献回顾与理论推演相结合提炼出大厅服务效能评价指标以及效能影响因素指标,基于普查数据量化指标,采用主成分分析法评价服务效能,构建回归模型,同时考虑大厅发展的区域性差异,分别从总体和分区域进行实证分析。研究结果表明,服务模式、生产要素、服务内容均会对大厅服务效能产生影响,且各区域大厅的具体影响因素和因素的影响程度均存在较大差异。基于此,应因地制宜开展大厅服务模式创新;推动大厅建设标准制定;落实审批事项全面进驻大厅,丰富大厅服务种类,优化服务结构。
English Summary:
      While the government service centers are actively carrying out innovative practices,there are also many problems such as unbalanced regional development,difficulty in coordinating departments and unevenly busy of service Windows. Quantifying the service efficiency of government service center and identifying its key factors have practical significance to play role of government service center faster and better in "delegate power,streamline administration and optimize government services". Literature review and theoretical deduction were combined to extract indicators of service efficiency and influencing factors. All the indicators were quantified by census data and the service efficiency was evaluated by using principal component analysis. Based on that,modeling was made and empirical study was conducted from overall and regional perspective,considering the regional differences. The empirical results showed that service mode,input of production factor and service contents all had impacts on the service efficiency of government service center. The influencing factors and influencing degree of the factors in each regional were quite different. Therefore,service mode innovation should be carried out by according to local conditions. Construction standards of government service center should be established. All the administrative examination and approval items should be provided in government service center. The service types of government service center should be enriched and the service structure should be optimized.
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