Research On The Influence Factors Of Public Satisfaction In Social Psychological Service

The rapid transformation of society and the increase of various public emergencies have affected the physical and mental health of the public have affected the public’s physical and mental health seriously.With the increase of emergencies,the public has more and more demand for social psychological services,which has gradually become the focus of public’s attention.Therefore,according to the research data of Jiangxi province social psychological service hotline,this paper build a research line as “theoretical basis--field research--model construction--empirical analysis--path thinking” from the perspective of public perception.Then based on literature review and relevant theories,it carries out field research on social psychological service hotline,taking the critical event technique to interview the public who had called the social psychological service hotline.After that,this dissertation builds the conceptual model of influencing factors of the social psychological service satisfaction based on the analyzing of the data.Afterwards,it conducts the quantitative research to verified the model.Finally,this dissertation puts forward valuable and targeted suggestions as the theoretical and practical basis to formulate policies and systems of social psychological service in a scientific way.Meanwhile,it can help achieve the goal of healthy and happy China.This dissertation mainly includes the following aspects:(1)This thesis defines the concept of social psychological services.According to the existing researches,it is found that social psychological service system includes two function: "service" and "management".In this dissertation,the service function refers to the mental health service of public welfare projects mainly carried out for the whole public by the Party and government departments,or social organizations entrusted to be responsible for it,or the purchase of third-party services.In essence,the service function is a kind of psychological service with the main purpose of solving psychological construction at the social macro level,mainly including mental health knowledge popularization,psychological evaluation,individual psychological counseling,group psychological counseling,crisis intervention and other contents.(2)This dissertation reviews the development process of the social psychological service system and the difficulties it faced,and then conducts field research on the social psychological service hotline according to the elaboration of the relationship between Social psychological services and Social psychological service hotline.The main investigates includes the follow five aspects: operation,service status,wiring personnel,training and supervision,and service specification,which establishes a base for the construction of the model of influencing factors of public satisfaction in social psychological services.(3)Based on the interview data,this dissertation construct a conceptual model of influencing factors of public satisfaction in social psychological services.According to the customer satisfaction index model,expectancy disconfirmation theory,and Stimulus-body-response model analysis paradigm theory,this dissertation takes the critical event technical method to interview 40 people who have called the social psychology service hotline.Then it constructs a conceptual model of influencing factors of public satisfaction in social psychological services in five steps: determine the overall goal,make plan and rule,collect data,analyze data and report.This model contains social psychological service quality,public expectation,social psychological service value perception and public satisfaction of social psychological services four variables.The quality of social psychological service includes six dimensions: tangibility,empathy,assurance,responsiveness,ethics and professionalism;the perception of social psychological service value includes three dimensions: emotional value,functional value and social value;it plays an intermediary role in the influence of social psychological service quality,public expectation and public satisfaction of social psychological services.(4)This dissertation verifies the theoretical model of the influencing factors of social psychological service satisfaction through factor analysis,structural equation model fitting,and mediation effect test.The results showed that:(1)Public expectation,quality of social psychological service(tangibility,empathy,assurance,responsiveness,ethics,professionalism)significantly and positively affected the public’s perception of the value of social psychological service.(2)The perceived value of social psychological service plays a partial mediating role in the path of tangibility,empathy,assurance,responsiveness,ethics,professionalism,public expectation and satisfaction of social psychological service,accounting for 60.51% to 80.60% of the mediating effect size.Therefore,based on the above results,this dissertation puts forward countermeasure and the suggestion from four aspects.The first is to promote value co-creation between the government and the public,implementing the people-centered concept.The second is to grasp the psychological needs of the public accurately,guiding the public to build reasonable expectations.The third is to improve the quality of social psychological services,enhancing the public’s perception of quality.The fourth is to play the effect of Third-Party assessment entity,concerning about public satisfaction of social psychological service.