美国顾客满意度指数在政府部门的实践与启示

摘要

本文介绍了美国顾客满意度指数的理论模型及其在政府部门和公共组织中的运用实践.本文对衡量和评价我国政府服务质量提供了有益的指导和借鉴,也有助于更好地促进政府公众满意度的改善.%This article describes the theoretical model of American Customer Satisfaction Index(ACSI)and its application in practice of the government departments and public organizations, not only providing a useful guide and reference for the measurement and evaluation of service quality of the Chinese government, but also helping the government to improve public satisfaction.