中国高等教育顾客满意度指数模型的构建

办人民满意的教育是我国高等教育的宗旨,对高等教育质量进行评估是受教育者的权利.根据我国高等学校的具体情况,在借鉴美国顾客满意度指数模型(ACSI)的基础上,尝试建立了由高校形象、顾客期望、感知质量、顾客满意、顾客忠诚和顾客信任等结构变量构成的中国高等教育顾客满意度指数模型(CHE-CSI).依据顾客满意度测量理论,设计了包括自我发展、专业课程设置、教师队伍、教学质量、图书馆、文娱活动和校园服务等质量因子和通行的满意度测量因子的指标体系,并编制了相应的问卷.总量表信度达到0.8999.因子分析表明,学生对高校教育质量的感知主要包括教学质量和校园服务两个方面.利用结构方程分析软件LISREL8.7对沈阳市六所高校的596名学生样本数据进行了模型验证分析.各项拟合系数均表明数据与模型拟合良好,其中RMSEA达到0.064.     

The Political Consequences of Policing: Evidence from New York City

Political Behavior - This paper explores the effect that municipal policing can exert on politics, and specifically investigates the effect that Stop, Question, and Frisk (SQF) policing has had on...     

The Impact of Red Tape on Citizen Satisfaction: An Experimental Study

ABSTRACT

Red tape is one of the most often-mentioned nuisances citizens experience with government. However, there is a dearth of red tape research focusing on citizens. Therefore, the primary goal of this article is to analyze the effect of red tape on citizen satisfaction. The secondary goal is to go beyond testing a linear relationship between red tape and citizen satisfaction by examining individual factors that may moderate this relationship. In order to analyze the red tape/satisfaction relationship, we have designed an experiment in which 179 subjects participated. Experiments are still relatively rare in public administration, but are increasingly seen as a rigorous and useful method for theory testing and development. We found that red tape has a strong negative effect on citizen satisfaction, and that this effect is weaker when citizens have high knowledge of political processes. We conclude with implications and a future research agenda.     

An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction

A number of prior studies have found evidence for the expectancy‐disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on surveys (observational studies) and on subjective measures of expectations and performance, which are likely endogenous. Thus, the present study aimed to test the expectancy‐disconfirmation theory of citizen satisfaction with public services using an experimental method. Participants in an Internet panel (N = 964) were randomly assigned to receive either low‐ or high‐expectations statements from a hypothetical government official and to view either low‐ or high‐performance street cleanliness photographs, in an online survey experiment. The findings are in line with previous research and generally confirm the core relationships in the theory, although the effect of expectations varied by age and political ideology. Because this study is a true randomized experiment, it provides better evidence than previous studies regarding the true causal nature of these relationships.     

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

Citizen satisfaction with public services has been shown to depend on citizens’ expectations and their perceptions of performance. If performance exceeds expectations, satisfaction is likely; if performance falls short of expectations, dissatisfaction is likely. The existing evidence on this process covers the United States and the United Kingdom. The authors generalize the idea of expectation‐driven citizen satisfaction (the “expectancy‐disconfirmation model”) theoretically and empirically to an institutional context of limited accountability and widespread citizen distrust. Using a survey of a broad cross‐section of the general adult population in Guadalajara, Mexico, in 2014, this article finds support for the expectancy‐disconfirmation model in this very different context. The authors also test for an effect of the type of expectation using an embedded, randomized experiment but do not find evidence of a difference between normative and empirical expectations. Findings support the usefulness of the expectancy‐disconfirmation model in a wide range of contexts.     

Administrative decentralization of municipal services: Assessing the New York City experience

Policy Sciences - New York City's Office of Neighborhood Government was created in 1971 to coordinate renewed attempts at decentralizing municipal operations. The decentralization was primarily...     

Citizen,Customer, Partner: Rethinking the Place of the Public in Public Management

Scholars and practitioners have long debated what role the public should play in public management. When members of the public interact with the administrative side of government, should they be treated as customers, as citizens, or in some other manner? This article takes as its premise that members of the public assume three principal roles relative to public management: as customers, as partners, and as citizens. After placing these roles in the context of the history of public administration, the article draws from recent research to recommend guidelines for how public managers can work effectively with the public in these several capacities.     

Analysis and urban government: Experience of the New York City—Rand institute

For almost four years New York City and the Rand Corporation have been engaged in an enterprise distinctive if not unique: the subjection of a wide variety of the City's problems to the scrutiny of independent analysts. This paper* is the attempt of a participant in that enterprise to describe the background of that effort and the novel arrangements made to institutionalize it, to outline the nature and effect of the analyses produced, and then to reflect on some of the lessons this effort has taught some of its participants.     

Reforming rent control in New York City: the role of research in policymaking

This document describes the role of the New York City Rand Institute and other research groups in the rent control reforms enacted by the New York City Council in June 1970, summarizes the major research and analytical studies performed in this connection by Institute staff members, and offers some lessons for those contemplating similar work for public agencies.Much of the material included here was presented at the November 1970 annual meeting of the Regional Science Association as part of a session devoted to the Institute's housing studies, and will appear in Vol. XXVII of the Proceedings. The section of this paper summarizing our research studies borrows heavily from a similar summary prepared by my Institute colleague, Michael Teitz, for another occasion; I am grateful for his permission to use it here.     

Quantum Change in the Fragmented Metropolis: Political Environment and Homeless Policy in New York City

The dominant paradigm for understanding urban policy change has long been that of “incrementalism.” The incrementalist argument is that institutional fragmentation reduces coordination, and thus discourages what might be called “nonincremental” or “quantum” change. This article seeks to test the incrementalist understanding of urban political change. Is it possible that under certain circumstances fragmentation can encourage quantum change? We will test this possibility with an analysis of homeless policy in New York City. Briefly put, over the last 25 years homeless policy in New York City has developed in a series of quantum jumps with dramatic, short‐term changes in funding, administration, and policy “philosophy.” Policy change followed this trajectory even though New York City's political environment is notoriously fragmented. This pattern contradicts what incrementalism would predict, and therefore suggests that that paradigm must be modified. Urban politics, this study suggests, can sometimes display the nonincremental, entrepreneurial, and “ideational” characteristics that have been identified as typical of the national “new politics of public policy.”     

The Effect of Breakfast in the Classroom on Obesity and Academic Performance: Evidence from New York City

Participation in the federally subsidized school breakfast program often falls well below its lunchtime counterpart. To increase take‐up, many districts have implemented Breakfast in the Classroom (BIC), offering breakfast directly to students at the start of the school day. Beyond increasing participation, advocates claim BIC improves academic performance, attendance, and engagement. Others caution BIC has deleterious effects on child weight. We use the implementation of BIC in New York City (NYC) to estimate its impact on meals program participation, body mass index (BMI), achievement, and attendance. While we find large effects on participation, our findings provide no evidence of hoped‐for gains in academic performance, or of feared increases in obesity. The policy case for BIC will depend upon reductions in hunger and food insecurity for disadvantaged children, or its longer‐term effects.     

The Quality of Representation and Satisfaction with Democracy: The Consequences of Citizen-Elite Policy and Process Congruence

Citizen-elite congruence has long been considered an important yardstick for the quality of democracy. The literature on citizen satisfaction with democracy, however, has reduced congruence almost exclusively to one of its components, policy congruence. Just as citizens are considered to have positions on policy issues, there is growing scholarly interest in the preferences they have about the process of representation. Yet studies inquiring into the impact of the divergent preferences that citizens and elites have regarding the representational process thus far have been few and their results inconclusive. Combining new, unique data from the 2014 Belgian Election and Candidate Studies, we seek to address this lacuna. Our findings indicate that we cannot understand citizen satisfaction without also taking process into account—even as the policy gap has the greater effect. They should be of interest to scholars of democracy, those concerned about citizen disengagement from politics, and political practitioners.     

Assumptions and Consequences of the War on Drugs: An Economic Analysis

Using recent evidence from the state of Florida, the outcomes of the "War on Drugs" are analyzed by critically evaluating the assumptions that underlie the policy. It would appear that many of the assumptions may not be valid, thereby in part explaining the apparent failure of the drug law enforcement strategy to attain the stated objectives. Alternative strategies are briefly considered.     

Where the homeless come from: A study of the prior address distribution of families admitted to public shelters in New York City and Philadelphia

Abstract

This study investigates hypotheses regarding the association of census tract variables with the risk for homelessness. We used prior address information reported by families entering emergency shelters in two large U.S. cities to characterize the nature ofthat distribution.

Three dense clusters of homeless origins were found in Philadelphia and three in New York City, accounting for 67 percent and 61 percent of shelter admissions and revealing that homeless families’ prior addresses are more highly concentrated than the poverty distribution in both cities. The rate of shelter admission is strongly and positively related to the concentration of poor, African‐American, and female‐headed households with young children in a neighborhood. It is also correlated with fewer youth, elderly, and immigrants. Such areas have higher rates of unemployment and labor force nonpartici‐pation, more housing crowding, more abandonment, higher rates of vacancy, and higher rent‐to‐income ratios than other areas.     

The Politics of Forecast Bias: Forecaster Effect and Other Effects in New York City Revenue Forecasting

This paper examines the impact of forecasters, horizons, revenue categories, and forecast timing in relation to decision making on forecast bias or accuracy. The significant findings are: for the most part forecasters tend to report forecasts that are similar rather than competitive. Forecast bias (underforecasting) increases over longer horizons; consequently claims of structural budget deficit are suspect, as an assertion of structural deficit requires that a reliable forecast of revenue shows continuous shortfall compared with a reliable forecast of expenditures. There is an overforecasting bias in property tax, possibly reflecting demand for services. There is an underforecasting forecast bias in two revenue categories, all other taxes and federal categorical grants, resulting in a net total underforecasting bias for the city's revenue. There appears to be a period effect (forecasts in June are substantially biased), but this effect requires further study. The study suggests further examination of the bias associated with revenue categories, time within the budget cycle, and forecast horizon.     

The Use of Rental Housing Assistance by Immigrants in the United States and New York City

Abstract

The large influx of immigrants to the United States and New York City from poorer countries has sparked considerable debate as to whether immigrants are becoming a “public charge” to American society. Most arguments have centered around immigrants’ use of cash assistance programs. This article compares immigrants’ receipt of rental housing assistance with that of native‐born Americans.

Bivariate analyses reveal that immigrants, as a group, are no more likely than native‐born households to use any form of rental housing assistance. Indeed, in most instances immigrants are less likely than native‐born households to receive assistance, with two exceptions: immigrants who have been in the United States since 1970 and immigrants from the former Soviet Union in New York City. Multivariate analyses reveal similar results, except that immigrants who have been in the United States since 1970 are no more likely than other immigrants to receive housing assistance when we control for other factors.