Evaluation of Migrant Worker Satisfaction on Public Services with a Structural Equation Model

Accompanying with the construction of Service-oriented Government, public service satisfaction has been one of the most important indexes in evaluating the government performance. The author builds a Migrant Worker Satisfaction Index Model by modifying the American Customer Satisfaction Index. Afterwards, the MWSI model is tested with a database which involves the investigation on migrant workers in Wuhan City. The analysis outcome indicates that many problems exist in the public service of migrant workers, such as the low involvement rate of migrant workers on public service, the low service quality, and the conflict between the demand and supply of public service. Based on these findings, the author makes a conclusion that improving the service quality and providing services jibing with the expectation of migrant workers can contribute to the public service satisfaction. Furthermore, the amelioration of public service satisfaction would bring better government image and higher political trust. 

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