中文摘要：

为了科学地评价和比较中国34个城市的公共服务满意度现状，本文基于2012新加坡连氏“中国城市公共服务质量调查”数据，构建中国公共服务满意度指标体系（包括8个一级指标、26个二级指标），运用熵权ToPSIS方法，确定26个二级指标的熵值和权重，构建规范化决策矩阵和加权规范矩阵，计算综合评价指数，对34个城市公共服务满意度指数进行评价分析。结果显示，在公共服务满意度综合指数排名榜上，位列前几位的城市分别是厦门、青岛、杭州、宁波、大连等东部沿海城市，而兰州、昆明、南昌、太原、呼和浩特等中西部城市则排在后几位，可见东部经济发达地区的公共服务公众满意度指数排名要明显优于中西部地区城市。还运用层次聚类分析（HierarchicalCluster）方法，将34个城市归类为有明显差异的5类城市。最后，从改进政府治理结构和效能的角度，提出了改进公共服务满意度指数的政策建议。

英文摘要：

In this paper, in order to scientifically evaluate and compare public service satisfaction in 34 cities, a public service satisfaction index system was established for Chinese cities based on Lien survey of public service in Chinese cities in 2012. A standardization decision matrix and a weighted standard matrix were constructed, and a comprehensive satisfaction index was calculated using the Entropy Weighted TOPSIS method. Then, the present situation and differences of public service satisfaction index in the 34 cities were evaluated and analyzed. The results show that Xiamen, Qingdao, Hangzhou, Ningbo, Dalian and other eastern coastal cities ranked on the top of the comprehensive satisfaction index ranking, whereas Lanzhou, Kunming, Nanchang, Taiyuan, Huhehot and other mid-west cities ranked in the bottom. The public service satisfaction index of the developed cities in the east is obviously is higher than that in the cities in the mid-west. The 34 cities can be categorized into five regions with different ranks by using the hierarchical cluster analysis method. Finally, reasonable policy proposals were proposed to improve the public service satisfaction index of Chinese cities from the perspective of improving the government structure and effectiveness.