An Exploration of the Role of Quantitative Management Techniques in Public Service Satisfaction Enhancement

Abstract

Under the background of service-oriented government construction, quantitative management techniques have been widely used in public services, and it is more and more important to study the relationship between them and public service satisfaction. In this paper, the quantitative management strategy of public service is proposed based on the relationship between public service satisfaction and quantitative management technology. Then, a quantitative Kano model is used to analyze the audience demand for public services. Finally, the effect of improving public service satisfaction is evaluated using the independent sample t-test method. The ranges of values of satisfaction X when the quantitative management technique is not used, satisfaction Y when the technique is used, overall importance r, and overall satisfaction α are [0.2248, 0.6402], [0.3239, 0.8441], [0.4016, 0.9587], and [0.6099, 1.3579], respectively, and the fact that X<Y and the values of r and α are higher suggests that quantitative management techniques have an enhancing effect on the satisfaction of public service demand. The public service satisfaction scores of the group using quantitative management techniques are all greater than those of the group not using them, and the significance of the t-tests of the four satisfaction dimensions of public services are all less than 0.05, indicating that quantitative management techniques have a significant effect of enhancing the satisfaction of public services in all dimensions. This paper provides empirical evidence for the use of quantitative management techniques to improve user satisfaction and promote the development of high-quality public services.

Keywords

• quantitative kano model
• independent sample t-test
• quantitative management techniques
• public service satisfaction
• 03b70