Development Of Servqual Evaluation Scale Of Government Service Quality

With the development of the times, the public demands on the government service become more and more high. In order to meet the demands of the times and the needs of the public, the government must improve its service quality and accelerate the pace of reform from a functional government to service-oriented government constantly. Because service quality is widely considered to be the major factor that could be used to differentiate from service products and form the competitive advantage, so it is the important core to the services sector. Hence, make evaluation on the service quality is the the main content of government service evaluation, thanks to reason that the primary function of service-oriented government is serving.However, the current researches about the service-oriented government are focused on the contents, characteristics and the meanings of construction, the evaluation of the service quality of government is still a new research direction, the connotation and evalution method of government service quality need to be studied further.It will have great theorical significance and application value to design the objective, impartial and scientific questionnaire from the object of government service aspect to evaluate the level and performance of government service through the survey on the object of government service.Now the SERVQUAL model has been proved to be the most authoritative assessment of the service quality, and its effectiveness, reliability and predictability has been widely recognized by many experts in the theoretical research and practice. Refered to the SERVQUAL scale used in the evaluation of other service sector, combined with the administrative theory and the actual characteristics of the Chinese government, this disstertation develops a high reliable and valid scale to evaluate the government service quality by using the factor analysis and principal component analysis methods. The disstertation contains questions selection, data collection, item purification, exploratory factor analysis, fatcor naming, reliability and validity examination starting from defining the concept of the object. The scale consists of six dimensions and 29 questions.The study shows that government service quality could be evaluated through six aspects: willingness, efficiency, assurance, empathy, informatory and tangibles. Based on the above-mentioned theoretical and empirical research, some suggestion are proposed to improve the government service quality and perfect the functions of the government service in the end.