摘要：随着社会的发展和公民社会的成熟，公民对政府工作的关注度越来越高，看到了或是感受到了政府工作方面存在的问题。中国在美国的顾客满意度模型的基础上建立了能够与中国国情相适应的顾客满意度模型，但是在实际运行过程中存在一些问题，需要从不同的方面对出现的问题加以解决，使顾客满意度体制得以完美，施行顾客满意度政策，使公务员的综合素质得以提升来达到提高政府部门顾客满意度的目的。

关键词：公共服务；顾客满意度；测评模型；改进

Abstract:With the development of the society and the evolution of civil society, civil work attention more and more high to the government, saw or felt the government's work problems. China on the basis of American customer satisfaction model is established to customer satisfaction model of adapted to China's national conditions, but there are some problems in the process of actual operation, need from different aspects of the problems solved, to perfect system of customer satisfaction, customer satisfaction, to ascend to the comprehensive quality of civil servants to achieve the purpose of improving the government customer satisfaction.

Key words:public service；customer satisfaction；evaluation model；improvement