Author: Ma Liang, Yang Yuan, Liu Liu

Abstract: Citizen satisfaction is one of the core issues of government performance evaluation, and public service performance is an important part of government performance. At present, many public service performance evaluation projects have added citizen satisfaction surveys, but there are few studies on the validity of these survey results. Taking Guangdong Province as an example, this paper conducts horizontal comparison and vertical analysis on the survey data of public service satisfaction of A university and B institution, in an attempt to reveal the effectiveness of their evaluation. On the whole, the results of the citizen satisfaction survey of the two institutions have great similarity, and the two are close year by year, indicating that the citizen satisfaction survey can reflect the public service performance more effectively. It is found that the longitudinal stability of the evaluation results of A university is poor, while that of B institution is relatively stable. Based on the investigation of the effectiveness of the two projects, this paper puts forward some policy suggestions to improve the citizen satisfaction survey.

Key words: citizen satisfaction; Public service performance evaluation; Effectiveness; Government performance;