【作者】 邹凯；

【导师】 陈英武；

【作者基本信息】 国防科学技术大学 ， 管理科学与工程， 2008， 博士

【摘要】 随着我国经济体制改革的推进与深化,社区已成为实现社会整合功能的基础单元。社区居民对社区服务的需求越来越多,期望越来越高,社区服务日益成为公众关注的焦点。提高社区服务公众的满意度,对于提高社区居民生活质量、化解社会矛盾、促进和谐社会建设都具有重要意义。基于此,本文从公众满意的角度对社区服务进行测评研究,根据社区服务的特征,建立一套测评社区服务公众满意度的理论和方法。论文的主要研究内容和贡献如下:首先,论文建立了社区服务公众满意度指数(CSPSI)模型。论文描述了公众服务视角下社区服务的内涵,构建社区服务的理论框架;根据公众满意度的形成机理阐释了社区服务公众满意度的内涵,并探讨了影响因素;着重分析了CSPSI模型的特征、适用性及同其他经典顾客满意度模型的区别与联系。其次,论文构建了基于结构化神经网络的社区服务公众满意度测评方法,提出了基于改进正交量化遗传算法的结构化神经网络学习算法。论文分析了社区服务公众满意度测评的过程,提出社区服务公众满意度测评实施框架和模型测评的流程。通过比较分析确定基于Web在线问卷调查是社区服务公众满意度测评数据采集的适宜方式。最后,论文以湖南省湘潭市岳塘区的社区服务作为研究对象进行了实证研究。对社区服务公众满意度测评模型(CSPSI)分别用LISREL、PLS和结构化神经网络模型三种方法进行参数求解,通过比较三种方法的模型拟合程度、潜在变量间的效应值和可测变量在潜在变量中的相对重要度,检验了CSPSI模型的合理性,以及基于结构化神经网络测评方法的社区服务公众满意度测评的有效性,并根据测评结果进行相关变量的分析探讨,提出了相关政策建议。更多还原

【Abstract】 Community has become the foundational unit of realizing the integration function of the society with the advancing and deepening of our country’s economic restructuring. Community service increasingly becomes the focus of pubic concern due to the gradually escalating demands and ever-rising expectations for community service of the community inhabitant. The improvement of community service public satisfaction plays a significant role in improving the quality of community inhabitant’s life, handling social contradictions and promoting the establishment of a harmonious society. Based on the above, this paper carries on the research from the angle of community service public satisfaction, and establishes a set of theory and method to evaluate its degree according to the characteristics of community service.The main contents and contributions are as follows:Firstly, this paper proposes the Community Service Public Satisfaction Index (CSPSI) model .It describes the connotation of community service under the angle of public service, and constructs the theory frame of community service; expounds the connotation of community service public satisfaction and discusses the factors that influence community service public satisfaction according to the formation mechanism of community service public satisfaction, and emphatically analyzes characteristics and applicability of CSPSI Model, and also its differences and relationships with other classical models.Secondly, this paper builds a method to evaluate community service public satisfaction on ground of the Structural Neural Network, and proposes a study algorithm of the Structural Neural Network based on the Improved Orthogonal Genetic Algorithm with Quantization. This paper analyzes the process of Community Service Public Satisfaction Measurement, constructs an evaluation implementation framework and the evaluating flow of the model. Through comparison and analysis this paper confirms that on-line questionnaire survey based on web is a suitable way to collect data for measurement.Finally, this paper conducts the study taking Yuetang community of Xiangtan city in Hunan Province as the research object. By using methods of LISREL,PLS and Structural Neural Network to solve the parameter in CSPSI model respectively, it proves the rationality of CSPSI model and the validity of community service public satisfaction evaluating based on the Structural Neural Network through the comparison of model fitting degree, latent variable’s effect value and the relative importance of observed variables in the latent variables of the three methods. And after, it analyzes and discusses the correlation variables according to the evaluating results, and produces several related approaches and suggestions.更多还原