Abstract

Customer-oriented government service quality evaluation is the study of contemporary government a very important aspect, but also to understand and grasp the situation of the government's social management practice is an important way. Western countries, "customer-oriented" government service quality evaluation of customer perception of service quality and customer satisfaction as the main mode. Complexity of government makes government service quality evaluation model has its own particularity to enable the Government service quality measurement has three points. China's government service quality measurement should be from the characteristics of China's administrative system, the customer perceived quality as a measurement focus, aimed at improving the government to establish a trust relationship with the public evaluation system. The appraisal of government service quality under the customer-orientation environment is a very important aspect of the modem government study and a very important channel in grasping situation of government social management practice. It is the main form of the Western governments' customer-orientation service quality appraisal to grasp how much the customers perceive and satisfy service quality. The appraisal of government service quality has its own special natures with three different points owing to the complex attributes in government management. We should make our appraisal under Chinese administrative system's characteristics by the customer perceived service quality, and establish a set of service quality measurement to improve the relations between the government and the public