Research On The Public Service Quality Of Fringe Community Based On The SERVQUAL Model

In the process of urbanization, as the expansionary of the urban space, rural land hasbeen occupied and requisitioned by cities, rural areas Located in the edge of the city graduallydeveloped into Fringe Community which enclosed original urban residents, farmers andmigrants. Look from the geography such communities between urban and rural areas, fromthe attribute such communities have some characteristics of urban community and problemsleft over by history of rural community. Fringe Community is a Special community typeemerged in the process of urbanization of our country which with the feature of necessity andtransitional, Fringe Community will exist as long as urbanization exist and will for a longtime. Fringe Community’s ultimate goal is to realize the transformation into urban community.Public service as an important sign of evaluating community development level is related toevery people’s vital interests, therefore, the study of Fringe Community public service haveimportant theoretical and practical significance. In this paper, taking D community as a case,introducing SERVQUAL model to evaluate the quality of Fringe Community’s public service,analysis the cause of public service quality gap, and get inspiration of help FringeCommunities to improve the quality of public service.This paper is divided into six parts:The first chapter is introduction, mainly introduced the paper selected topic background,theoretical significance and practical significance, the structure of the article and the maincontent, research method and innovation points.The second chapter is the literature review, reviewed and summarized research contentmainly on Fringe Community, the community public service and quality of service at homeand abroad, and defines the involved concepts.The third chapter is the theory of service quality gap model, for the first time the servicequality gap model (SERVQUAL) is introduced into the field of public service, introduces theprocess of put forward, development and improvement of the model and SERVQUAL scale,explain the calculation method of the SERVQUAL scale, lay a foundation for the application of the model. And analyze the main factors which cause the Fringe Community’s publicservice quality gap.The fourth chapter is the research design and methods, introduces the questionnaireresearch framework and overall train of thought, according to the five dimensions and22indicators which belong to SERVQUAL scale, combined with the actual situation of FringeCommunity’s public service designed questionnaire. By respondents descriptive statistics,reliability and validity testing the feasibility of the questionnaireThe fifth chapter is analysis the Fringe Community’s quality of public services. AppliedERVQUAL scale calculation method to calculate the data, on this basis, through the analysisof the average and paired T test to processing the data. According to data processing results toanalysis the gaps between residents’ true feelings and expectations level in the22indexes,identify the problems which exist in the quality of Fringe Community’s public service.The sixth chapter is Conclusions and Implications for the study. Conclusion part issummary of the results of the statistical analysis of data, and on this basis, sum up problemswhich exist in Fringe Community. In Revelation section presents some suggestions to improvethe service level of Fringe Community.