Studies on the Factors of Interaction Quality in Public Service Quality Management

Increasing the public satisfaction is becoming the key issue in government management practices. Meanwhile, since service has the characteristic of "process consumption", people\´s perceptions on the public service quality no longer simply depend on the service results, but more on the interactions between themselves and the service departments. The service interaction quality becomes one of the most important factors that influence the public satisfaction. However, existing studies on the public satisfaction mechanism establishment, the interaction quality dimensions and their relationships with the public satisfaction are not throughout enough. Referring from those relevant studies on the interaction quality and the public satisfaction, as well as combining the practical situation of the government service sector and our research purpose, this study sets constructing dimensions of the interaction quality and proposes a model on the relationship between the interaction quality and the public satisfaction. We also develop a questionnaire for measuring these dimensions. Through investigating and analyzing those constructing dimensions of interaction quality, we find out the latitudes of the impact of different interaction quality dimensions on the public satisfaction, and aim to help the service sector realize the importance of the service interaction to the public satisfaction, so as to grasp the main points in increasing the public service quality in practice.