Abstract
The measurement of public service satisfaction involves many latent variables and the validation of a causal model, and the application of structural equation modelling can effectively solve these problems. This study constructs a customer satisfaction index model for measuring the satisfaction degree of public service in China City. The main factors and its loading coefficients of affecting the public service quality of China City are verified; what’s more, the suggestions on improving the satisfaction degree of public service quality are proposed.
Highlights
The public service satisfaction appraisal involves the measurement of many latent variables and the verification of the causal model, and the application of the structural equation model can effectively solve the problems
The paper first briefly introduces the methods of structural equation model, constructs the customer satisfaction index model to measure the satisfaction degree of China city public service department, verifies the main factors and load coefficient affecting it and puts forward suggestions about methods of improving public service satisfaction degree
The structural equation modelling developed in recent years provides an effective tool for government satisfaction appraisal
Summary
The public service satisfaction appraisal involves the measurement of many latent variables and the verification of the causal model, and the application of the structural equation model can effectively solve the problems. The paper first briefly introduces the methods of structural equation model, constructs the customer satisfaction index model to measure the satisfaction degree of China city public service department, verifies the main factors and load coefficient affecting it and puts forward suggestions about methods of improving public service satisfaction degree. It is necessary to further develop the methods because of many problems in the existing appraisal methods. The structural equation modelling developed in recent years provides an effective tool for government satisfaction appraisal
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