Research On The Public Satisfaction Evaluation About The Service Quality Of The Urban Grassroots Community Organizations

With the deepening political and economic reform of China’s urban and acceleratedprocess of urbanization, the construction and development of urban communitiesbecome the objective requirements and the inevitable outcome of the contemporaryChinese social transformation.Urban community service construction is the most basicand core content in construction and development of the urban community.As thecarrier of community service,urban grassroots community organizations’ servicefunction effectively play directly decides the work of the community construction anddevelopment and achievement.The public satisfaction evaluation about the servicequality of the grassroots urban community organizations can play a key role in the playof the service function and service quality improvement.The concept of public satisfaction evaluation first from the enterprise managementfield.It says all the government and social organizations is the provider of public goodsand services.Its work output, performance level represents the service quality beddingto commence,judged by its "customers" or the "public".The evaluation on the publicsatisfaction of urban grassroots community organizations ’service quality is still blank inour country.This thesis would bring the public satisfaction evaluation into the publicdomain, with the domestic and foreign relevant theory and the satisfactionmodel,according to the characteristics of the urban grassroots community organizations,succeed to build the urban grassroots community organizations the concept of servicequality of the public satisfaction evaluation model. The evaluation model frameworkfrom four content,they are:"group image","service awareness","service recovery" and"public satisfaction".Based on the framework,and combining domestic and foreignmature enterprise service quality satisfaction assessment methods,we established andrevised the "urban grassroots community organizations service quality publicsatisfaction questionnaire", then take6regional centers in Chongqing residentcommunity residents as a sample for sampling.Using SPSS statistical software toanalyze the survey data processing,and using exploratory factor analysis andconfirmatory factor analysis, concluded that affect the urban grassroots communityorganizations public satisfaction of service quality of the key factors."Group image"dimension extraction are two key factors:"staff service","environment facilitiesimage";"Service awareness" dimensions of the five key factors are extracted from, respectively is:"service consciousness","information disclosure","service efficiency","people-oriented" and "service";"Service recovery" dimensions are two key factors areextracted from, respectively is:"timely response" and "sincerity";"Public satisfaction"dimension extract a key factor:"overall satisfaction".Then, add adjusted the conceptualmodel.With the AMOS statistics software,according to the path analysis of the model,combined with relevant regression analysis of each dimension is the key factor to getthe validation research hypothesis:organization image is significant impact on the publicsatisfaction;organization image positive significant impact on service awareness;Serviceawareness is significantly influence the public satisfaction;service recovery issignificant impact on the public satisfaction.Using the correlation regression analysis itis concluded that the different dimensions and urban grassroots communityorganizations of public satisfaction of service quality standardization regressionequation,On the basis of the obtained through statistical arithmetic dimension and keyfactors of satisfaction index influence weight of each dimension were calculated,finallybuild up the urban grassroots community organizations public satisfaction of servicequality evaluation index system.At the end of this thesis, based on the research,we try to give some relatedsuggestions about how to improve the public satisfaction of urban grassrootscommunity’s service quality. In order to improve the service quality and the publicsatisfaction of the urban grassroots community,so that to provide reference for relevantgovernment policy and guidance. At the same time,provide a scientific research methodabout the evaluation of service quality to the urban grassroots community organizations,such as community management services committee,the community servicecenter,subdistrict office and residents’ committees and other community organizationsand institutions.