公众气象服务满意度评价指标体系的构建方法

从通常意义上的满意程度度量的角度，结合气象服务特征，探究公众气象服务满意程度的度量问题、基于单指标评价的公众气象服务满意率和公众气象服务满意度及其度量特征，并介绍基于多指标评价技术——公众气象服务满意度评价指标体系，得到以下主要结论：1）使用单指标评价公众气象服务满意程度时，建议使用公众气象服务满意度；使用多指标评价公众气象服务满意程度时，建议构建公众气象服务满意度评价指标体系。2）满意度和满意率度量的区别在于前者侧重于满意的深度，后者侧重于满意的广度；前者的结果较后者波动更为小、更为稳定和科学。公众气象服务满意度评价指标体系是基于分层法和计量法的多指标评价方法，能够全面地度量公众气象服务满意度，发现满意度的多层次分布特征，找出影响气象服务满意度的主要因子，从而改进公众气象服务质量。

Construction Method of Evaluation Index System of the Public Meteorological Service Satisfaction

Based on the general meaning of satisfaction level measurement, combined with meteoro- logical service characteristic, measurements of PMS （ Public Meteorological Service） satisfaction level are investigated in this paper. The single index of PMS satisfaction rate and PMS satisfaction degree as well as the multi-index evaluation system are given. The results are as follows. 1 ） The PMS satisfaction de- gree is recommended to be used concerning the single index evaluation while PMS evaluation index system is advised to be used referring to the multi-index evaluation. 2） The difference between the PMS satisfac- tion degree and the PMS satisfaction rate is that the former emphasizes on the satisfaction depth while the latter focuses on the coverage. Besides, the results of the satisfaction degree are more stable and thus more reasonable than the satisfaction rate. It demonstrates that PMS evaluation index system, a multi-in- dex evaluation method, is built by means of hierarchical method and metric method, which can compre- hensively measure the public meteorological service satisfaction and find out the impacting factors for the PMS satisfaction to improve the public meteorological service.