Study On The Evaluation Of Government Service Quality Based On SERVQUAL

The government management system characterized with the level structure and political rule is unable to satisfy the need of the social development. The national and local governments of western developed country are all facing the reform pressure, they request government to reconsider and adjust the function and the way of behavior and so on. Through government rebuild its structure, the organization potency, efficiency, adaptability as well as innovation ability are enhanced in large scale. Similarly, our country speeds up the government functions shifting is requested for our country's economy developing,reforming and opening policy going continually as well as our country participating in the global competition. As the process of building of service government, government function changing from"controlling"to"serving"has advanced new request to government performance evaluation.Scholars in our country have been focusing on the government performance evaluation, but most of the discussions are on the theory, seldom concerning the methods and the system of research has not been established. The conversion of government function from controlling to serving is important to service government building. Hence the evaluating government service quality is important to government performance evaluation.The thesis intends to apply the SERVQUAL modal for the evaluation of the quality of government service evaluation through the analysis of the difference and the coherence between the government service and business service. The SERVQUAL model has been proved as a power tool to evaluate the service quality by many experts, and its effectiveness, reliability and predictability has been widely recognized. In the applying of SERVQUAL model, the most important thing is to set the dimensions based on the characteristics of different evaluated object. On the basis of theories of SERVQUAL modal and government service, the model of government service quality evaluation in using of SERVQUAL is proposed through theoretical and empirical study. The results showed that SERVQUAL modal is applicable to government service quality evaluation. This study provided theoretical and scientific basis for further evaluating government service quality and its improving.