Nanyang Public Administration Postgraduate Institute - Public Service Satisfaction Research among Chinese Enterprises and the General Public
Company overview
Nanyang Technological University (NTU) is one of Singapore's leading research-intensive universities, renowned for its strengths in engineering, materials science, and management education, and consistently ranks among the top universities globally. Its affiliated Nanyang Centre for Public Administration (NCPA) is a leading public administration education and research institution in Asia, specializing in providing professional training for senior public officials in China and across Asia. It is one of the first overseas training bases recognized by China's State Foreign Experts Bureau in Singapore.
Research background
With the acceleration of China's urbanization process, government public service systems have gradually improved, yet there are significant differences in the public's perception and satisfaction with service quality. The Nanyang Public Administration Postgraduate Institute has long focused on the development of China's public governance and service systems. This study aims to collect on-the-ground data to understand the real public evaluations of government public services from urban residents and enterprises, offering an international perspective on the current state of China's urban management and public service delivery. The findings will provide data support for future public policy research, official training programs, and curriculum development.
Research scope
In January 2015, CEIDEA Research was commissioned by the Nanyang Public Administration Postgraduate Institute to conduct a public service satisfaction study across 36 key Chinese cities. The study included 800 urban residents and 28 senior corporate managers, using CATI telephone interviews. The research examined multiple dimensions including government transparency, service efficiency, service attitude, information accessibility, public facility management, education and medical services, and urban transportation. It systematically assessed public and corporate satisfaction levels, pain points, and service expectations regarding public service delivery. Through cross-city comparative analysis, the study identifies differences and optimization opportunities in public service management.
Expected outcomes
This research report provides first-hand data support for the Nanyang Public Administration Postgraduate Institute in building a robust framework for public service quality research in China, helping to develop a public service satisfaction evaluation model tailored to China's unique context. The findings will serve as a reference for future course design, case studies, and training materials development at the institute. Additionally, the study offers international perspectives and theoretical insights to support government efforts in enhancing service effectiveness and improving public experience.
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