摘要: As a complex production system, high-quality public-service production needs to be considered as a feedback system with citizen satisfaction at its core. Consequently, a model of public service quality evaluation model should incl... 展开 As a complex production system, high-quality public-service production needs to be considered as a feedback system with citizen satisfaction at its core. Consequently, a model of public service quality evaluation model should include elements such as subjective evaluation, objective evaluation, external environment, internal resources, process control, result orientation, etc. After reviewing the concept of quality in public service provision, this paper is going to focus on the interaction of people, procedure and performance, analyze the quality elements and their evaluation dimensions of public service from strategies, results, process and environment, and structure. This leads to development of a public service quality evaluation model basing on the circulatory system's including the service needs-quality target system-implementation quality system-quality monitoring system-quality evaluation system. 收起