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Development of evaluation wcale for government service quality

LUO Xiao-guang,RU Jun-fang(School of Economics,Harbin University of Science and Technology,Harbin 150040,China)  
Refered to the SERVQUAL scale used in the evaluation of other service sector,combined with the administrative theory and the actual characteristics of the Chinese government,this paper develops a high reliable and valid scale that consists of six dimensions and 29 questions to evaluate the government service quality by using the factor analysis and principal component analysis methods.The study shows that government service quality could be evaluated through six aspects:willingness,efficiency,assurance,empathy,informatory and tangibles.
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