Establishing the Index System for Performance Measurement of Local Government's Public Service Quality Management

Abstract

Performance measurement has become the focus in local government's public service quality management. This paper attempted to establish an index system to measure its performance from four dimensions: operation performance, customer satisfaction degree, financial performance and human resource performance. The methods of membership degree analysis and correlation analysis were used to systematically construct the index system. Through two rounds of scientific evaluation, 37 indicators constituted the final indicators system. The system covered the requirements to the government's organization from the performance results of the Standard of Performance Excellence Measurement, and the quantity was appropriate for operability. The validity and reliability testing had been applied in measuring its content and structure. Most indicators can well reflect main characteristics and measuring requirements of the measuring targets. Meanwhile, its internal structure was basically consistent, and reached the basic requirements of appraisal theory.