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News Details | 21-Nov-2012

Xiamen emerges top again in NTU study of citizen and business satisfaction


The index tracks citizens and businesses’ satisfaction towards public service in 34 Chinese cities.

For the third year running, Xiamen has emerged tops in Nanyang Technological University’s (NTU) Lien Service-Oriented Government Index of major Chinese cities. The results were announced today at a media conference in Shanghai held jointly by NTU’s Nanyang Centre for Public Administration (NCPA), and the School of International and Public Affairs (SIPA) of Shanghai Jiao Tong University (SJTU). The other cities making the list are, in descending order, Hangzhou, Qingdao, Chongqing, Ningbo, Chengdu, Dalian, Shenzhen, Changchun, Yinchuan and Jinan in the top 10 (Yinchuan and Jinan share 10th position).

Scientific evaluation ensures high representativeness and comparability

To ensure that the list is more representative, there have been some refinements to the 2012 Lien Service-Oriented Government Index.

Dr Wu Wei, Director of Nanyang Centre for Public Administration, said, “This year, we have added two questions into the citizen’s questionnaire to ask the interviewee about his general satisfaction and expectation levels. According to the theory of satisfaction research, people’s satisfaction towards all kinds of services including public service is not only related to the service quality, but also their expectation levels. In fact, the satisfaction level actually reflects the gap between the expectation and the reality. Our further analysis shows that the satisfaction level of public service and the service-oriented government index is highly related to this gap. The research also showed that to some extent, the development level of the city’s society and economy, and the citizens’ profiles affect the general expectation levels and correspondingly, the satisfaction levels. For example, we find that young people and the highly educated group are relatively dissatisfied; while immigrants are more satisfied than local residents.”

The number of cities covered under the list was increased from 32 to 34 this year. With this change, all the municipalities, provincial capitals, capitals of the autonomous regions and vice provincial cities in China except Lhasa and Urumqi are included in the survey. The Survey Center in the School of International and Public Affairs at Shanghai Jiao Tong University made approximately 300,000 phone calls to 34 cities for the survey, completing a total of 23,923 citizen surveys and 3,606 samples for enterprises.

Dr Hu Wei, Director of School of International and Public Affairs at Shanghai Jiao Tong University, said, “We have completed about 700 citizen surveys and over 100 samples for enterprises in each city to ensure the high representativeness of the survey and also the comparability between the cities.”

The purpose of the Lien Service-Oriented Government Index is to build up an evaluation system which is scientific, operable, combined with the situation in China and suitable for the long-term survey of the service-oriented government in Chinese cities. NTU’s Nanyang Centre for Public Administration (NCPA), and the School of International and Public Affairs (SIPA) of Shanghai Jiao Tong University (SJTU) collaborated in the survey and evaluation of 34 major Chinese cities in their developing progress of service-oriented government based on a large-scale and systematic survey of citizens and enterprises. A complete service-oriented government index was developed according to key indicators such as citizens and businesses’ satisfaction towards public service, business environment of enterprises, basic public service, public effectiveness, citizen participation in the policy-making and implementation process, information service provided by government and the trust in the government.

Top 10 ranking resembles last year and shows a rapid development in the Midwest region

Once again, Xiamen, Hangzhou and Qingdao were the top three cities in the general ranking of service-oriented cities. Chongqing, Dalian, Shenzhen and Yinchuan made the list for the first time, while Ningbo, Chengdu and Changchun managed to retain their spots in the top ten. Although six of the top ten cities were southeast coastal cities, the Midwest region has shown strong improvement.

In terms of the general ranking of the citizen perspective, the top 10 ranking resembles last year with Xiamen and Qingdao at the top. Six cities which made the top 10 last year retained their spots on the list, while Hangzhou, Haikou, Chengdu, Dalian and Yinchuan were the new entrants. (Note: Yinchuan and Jinan share the 10th position)

The general ranking of the business perspective is basically consistent with that of last year with seven cities retaining their spots in the top 10. Changsha, Chengdu and Yinchuan made the top 10 for the first time.

Key regularity reflected in the research helps to further build the service-oriented government

The research showed that cities which have a balanced and harmonious development in the various aspects of service-oriented government building usually score higher. These cities include Xiamen, Hangzhou, Qingdao, Chengdu, Yinchuan and Changchu. This finding coincides with the 12th Five-Year Plan for the National Basic Public Service System which was carried out by the Chinese State Council, showing that a complete, balanced and harmonious development is critical to the building process of a service-oriented government.

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Media contact:

Jeremy Koh
Assistant Director
Corporate Communications Office
Nanyang Technological University

Tel: (65) 6790 6681
Email: jeremykoh@ntu.edu.sg

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