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在“建设服务型政府”的背景下,政府职能由“管制”向“服务”的转变对政府绩效评价提出了新的要求。应用SERVQUAL服务质量评价模型评价政府服务质量对于完善政府绩效评价具有重要的理论和实践价值。根据政府服务的特点,SERVQUAL模型原有的五个维度适用于政府服务质量的评价,即有形性、可靠性、反应性、保证性和关怀性。在政府服务质量评价过程中,为提高政府服务质量的特殊要求,有必要加入“信息性”和“监督性”两个维度。
In the context of building a service-oriented government, the transformation of government functions from “control ” to “service ” poses new requirements for government performance evaluation. Applying SERVQUAL service quality evaluation model to evaluate government service quality has important theoretical and practical value for improving government performance evaluation. According to the characteristics of government services, the original five dimensions of SERVQUAL model are applicable to the evaluation of government service quality, namely tangible, reliability, responsiveness, assurance and caring. In the process of government service quality evaluation, in order to improve the special requirements of government service quality, it is necessary to join the two dimensions of “informational” and “supervisory”.