Public satisfaction is a concept which puts the public at its core and takes the public feeling as the evaluation stan⁃dard. Based on American Customer Satisfaction Index (ACSI),combining with the current needs of the construction of ser⁃vice-oriented government, the paper analyzes the influencing factors of public services public satisfaction, builds China Public Services Public Satisfaction Index (PSPSI),and applies SEM method to verify the rationality of the Index. The results show that the supply system security and quality assurance of public services have the greatest impact on public perception of service quality. Public satisfaction is jointly and crossly affected by three variables:public expectation, public perception of service quality and public perception of differences in the effect of public services. The government image relies heavily on public satisfaction. Meanwhile,the public trust is influenced by both public satisfaction and service-oriented government im⁃age.%公众满意度是一个以公众为核心、以公众感受为评价标准的概念。文章以美国顾客满意度模型为理论基础，结合服务型政府建设需要，分析公共服务公众满意度影响因素，构建公共服务公众满意度测评模型（PSPSI），并用SEM方法验证模型合理性。结果表明公共服务供给制度保障、公共服务的质量保障对公共服务质量感知的影响最大；公众满意度受到公众期望、公共服务质量感知、公共服务效果感知差异三个变量的共同影响和交叉影响；政府形象在很大程度上依赖于公众满意度；而公众信任又受公众满意度和服务型政府形象的影响。
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