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Community Non-profit Organization Qos Public Satisfaction Research

Posted on:2007-04-10Degree:MasterType:Thesis
Country:ChinaCandidate:Y LinFull Text:PDF
GTID:2207360212985484Subject:Administrative Management
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Since 1990's, the construction of community has become a stirring social phenomena under the active promoting of Ministry of Civil Affairs in China. For the community-based non-profit organizations act as carriers of commonweal projects of community, its development plays significant roles, for example, deep reforming of managerial system, adjusting of organizational structure, elevating of service level and socializing of community organizations,establishing of "Small Government, Large Society" mode, as well.Because the destination of the non-profit organization was pursuing some idealities, its objection might be achieved by plunging of monetary resources and mental devotions. However, with the changes of social environments, non-profit organization encounters many challenges such as obligations orientation, resources management and social identities. How to upgrade its service quality and public satisfaction has become an important exploiting topic. Because the non-profit organization has long aimed at offering of public welfares, its social status and recognition would be absolutely based on the supplied service quality. Such theme is worthy of casting serious researches; however, the literatures are nonavailable on the service quality of non-profit organization and its investigations are conducted in the context.With Hangzhou Youth Center as the research sample, the PZB model is adopted, which was proposed by Parasuraman, Zeithaml and Berry in 1985, to evaluate the degree of public satisfaction for Youth Cente(?)'s performance from the public viewpoint. This study extracts dimensions of the service quality of Youth Center , tests the difference between publics' expectation and perception of service quality, and analyses publics' perception toward service quality and public satisfaction differentiation on population statistics variable, finally, proves the effect upon service quality and public satisfaction by regression analysis and correlation.The mission of community-based NPOs, such as Youth Center, meets the increasing public requirements. Therefore, how to consolidate connotations of services, then to improve service quality and public satisfaction is an important task, which the community-based NPOs is confronting with. The proposals based on the study will provide some references to accomplish community-based NPOs' missions and goals.
Keywords/Search Tags:community, non-profit organization, service quality, public satisfaction, Youth Center
PDF Full Text Request
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