【摘要】：為公眾提供更加優(yōu)質(zhì)、更加有效的公共服務(wù),不斷滿足人民群眾的需要是世界各國政府不斷改革的目標(biāo)。隨著貴陽市城市基層管理體制改革不斷的深入和發(fā)展,城市社區(qū)公共服務(wù)質(zhì)量逐漸成為關(guān)注的焦點(diǎn),居委會作為社區(qū)公共服務(wù)的供給者之一,其所提供的服務(wù)也對公共服務(wù)質(zhì)量的改進(jìn)有著重大的影響。本文以資源依賴?yán)碚�、社會資本理論與制度理論為理論視角構(gòu)建分析框架,以居委會對社區(qū)公共服務(wù)質(zhì)量改進(jìn)的居民感知評價(jià)為研究對象,采用SERVPERF方法為框架設(shè)計(jì)了社區(qū)居民感知評價(jià)表,并以貴陽市花溪區(qū)兩個個社區(qū)轄區(qū)內(nèi)的四個居委會的社區(qū)居民為調(diào)研對象,主要采取問卷調(diào)查法測量社區(qū)居民對居委會開展的工作及提供的服務(wù)改進(jìn)城市社區(qū)公共服務(wù)質(zhì)量的有形性、可靠性、反應(yīng)性、保證性、移情性及功能性等六個維度的感知評價(jià),并運(yùn)用案例研究的方法研究居委會對社區(qū)公共服務(wù)質(zhì)量改進(jìn)產(chǎn)生的影響,調(diào)研數(shù)據(jù)結(jié)果表明,在貴陽市實(shí)行“一社多居”的政策下,社區(qū)居民能夠感知居委會服務(wù)對城市社區(qū)公共服務(wù)質(zhì)量的改進(jìn),但是在具體開展工作及提供服務(wù)的過程中,社區(qū)居民對居委會服務(wù)的感知評價(jià)處于一般的水平,通過文獻(xiàn)閱讀,從資源依賴?yán)碚�、制度理論和社會資本理論角度提出5個命題,運(yùn)用案例分析驗(yàn)證命題,發(fā)現(xiàn)資源、體制與政策及社會網(wǎng)絡(luò)等因素影響了居委會對城市社區(qū)公共服務(wù)質(zhì)量的改進(jìn),在此基礎(chǔ)上,研究者嘗試為社區(qū)改革建設(shè)中居委會角色定位與優(yōu)化社區(qū)公共服務(wù)提供建議。
[Abstract]:To provide better and more effective public service to the public and to meet the needs of the people is the goal of the governments all over the world. With the deepening and development of the reform of urban grass-roots management system in Guiyang, the quality of urban community public service has gradually become the focus of attention. As one of the providers of community public service, the neighborhood committee is one of the providers of community public service. The services it provides also have a significant impact on the improvement of the quality of public services. Based on the theory of resource dependence, the theory of social capital and the theory of institution, this paper constructs an analytical framework, taking the residents' perception evaluation of community public service quality improvement as the research object. The SERVPERF method is used to design the assessment table of community residents' perception, and the community residents of four neighborhood committees in two districts of Huaxi District, Guiyang City, are taken as the research objects. This paper mainly measures the perception and evaluation of the community residents' perception of the work carried out by the neighborhood committee and the service provided by the residents to improve the quality of the public service of the urban community in six dimensions: tangible, reliability, reactivity, assurance, empathy and functionality. And using the method of case study to study the impact of neighborhood committees on the improvement of community public service quality. The results of investigation and data show that under the policy of "one community living in many places" in Guiyang City, Community residents can perceive the improvement of neighborhood committee service to the quality of urban community public service, but in the process of carrying out concrete work and providing service, the community residents' perception and evaluation of neighborhood committee service is in the general level, which is read through literature. From the point of view of resource dependence theory, system theory and social capital theory, this paper puts forward five propositions. The system, policy and social network influence the improvement of community public service quality. On this basis, the researcher tries to provide suggestions for the orientation of neighborhood committee role and the optimization of community public service in community reform and construction.
【學(xué)位授予單位】：貴州大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：D669.3

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