: 12 : ; ; :D523-3 :A :1008-1569(2012)01-0102- ( ) : ; :2010 985-211 - : ; : 102
: (1) : 20 70 (UrbanInstitute) (Webb) (Hatry) :1 ;2 ;3 ;4 ;5 (CitizenSurvey) (CitizenSatisfactionSurvey) (Scorecard) ; 103
SERVQUAL - (Importance- SatisfactionAnalysisISA) SERVQUAL (A.Parasuraman) (Zeithaml) (Berry) : ance) (Empathy) ISA (Martila) (James) 1 : 1 2 3 4 1 2 3 4 1 ISA (2) 1991 (John Major) (Citizen scharter) (PublicSectorCustomerCharter) (PublicServiceCharters) (QualityCharter) (Tangibles) (Reliability) (Responsiveness) (Assur- (cus- tomerorientedly) (userfriendly) ( ) 104
(CharterMark) (United NationsPublicService Awards) (EuropeanPublicServiceAwardsEPS) (ISO) ISO9000 ISO9000 149 50 ISO9000 ISO9000 (3) (TotalQuality Management TQM) DNA 20 90 2011 (AGPA) (1) 105
2001 10% : ; 2000 (AdministrativeCounseling) 2 : (AdministrativeEvaluationBureauAEB)ht- tp://www.soumu.go.jp/english/aeb/index.html (citizenreportcard) 106
1994 1994 9% 2003 49% (2) 90 1998 2005 1999 626 10709 90 1994 1996 (DARPG) DARPG ritory)67 DARPG : (goicharters.nic.in) (CharterMark) (SEVOTTAM) 2007 (GovernmentEfectiveness) (ControlofCorruption) (RegulatoryQuality)) (bestpractice) (benchmark) 2006 767 112 588 (UnionTer- (PSD) (3) (W.Edwards.De- ming) 1949 (JUSE) 1951 107
: ; ; (Reform ofquality) (BusinessProcessReengineeringBPR) (Simpleand Warm Government) 2007 3 1 4 ( 95%) 165 ( ) (PublicServiceforthe21stCen- turyps21) 1995 PS21 (PublicServicesDivision) PS21 PS21 PS21 : ( ) ( ) ( ) ( ) (Whole-Of-Government) 108
2010 2015 4 (Single Window E-Government) (World Singapore) (GlobalSchoolhouse) (CentreofMedicalEx- celence) (ExportingofPublicSectorCapabilitiesX-PSC) 109
: ; ( ) ; ( ) ; 1994 6 10 2009 2010 32 110
2011 12319 2007 12345( ) 12345 12345 ; : JosephS.NyePhilipD.ZelikowandDavidC.KingWhyPeopleDon'tTrustGovernmentHar- varduniversitypress1997. 111
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