Research On Service Quality Of The Pension Agency Of Songjiang District Shanghai

Shanghai is China’s first entered the aging of the city, it’s aging population is a raredegree in the world. The high-quality service of society endowment has become aninevitable choice. Nearly a decade of endowment agencies have developed quickly,Increase in the number of pension institution, institutional pension mode is accepted,people have a higher requirements Of service quality of pension institutions in Shanghai.This paper regards Songjiang’s District endowment institutions as the research object,for its quality of service as the research content. Combing the state of domestic andinternational research and related theories, domestic research focused on overview andsummary about pension services, demand, supply, and Service quality status; foreignresearch focuses on the connotations of service and service quality. At the theoretical levelof exploration, not only absorbed the Maslow’s theory, Perceived service quality theory,Customer orientation theory, but also introduces the study of sociology and social welfareas the theoretical support.Pension agency service as a social public service as well as other service industries,user oriented is the core of the strategic positioning of public service,The service recipientoften has the final say to the quality of service.So, This paper based on the SERQUALscale to build the original evaluation index, By way of questionnaire survey to conduct asurvey of the endowment agencies services namely live pension recipients of songjiangdistrict of Shanghai. From a service consumer’s subjective perspective of service quality ofstructure is analyzed, from the perspective of individual differences comprehensiveanalysis of various influence factors of service quality satisfaction evaluation. And throughthe factor analysis method to build the endowment institutions service quality evaluationsystem of songjiang district of Shanghai. After the evaluation system established, Using the AHP analytic hierarchy process (AHP) to determine the weight of each service qualityevaluation index, making the evaluation system more scientific and effective.Finallythrough the sample mean standard deviation analysis, paired sample T test and the usage ofSQ measurement method to stay in the old man of expected service level and perceivedservice level gap is measured.At the moment, there are discrepancies between the expected service quality andperceived service quality that the evaluation system of the service quality of the elderly ofSongjiang District Shanghai. The SQ value of four dimensions, which includes tangibility,reliability, assurance, and empathy are-0.1260、-0.2699、-0.5567、-0.1977, the overall SQnumber for the evaluation system of the service quality is-1.1503. People rate tangibilitythe highest, facilities have excellent hardware facilities. Assurance achieves the maximumSQ value, the value is greater than one, elderly people are not satisfied with service itemsof this dimension. There’s still a big gap between the expected service quality andperceived service quality.By analyzing and discussing the factors influencing the service quality could help tofind the weakness in the service and makes more valuable measures to develop the wholeservice level of endowment institution, which contributes to promoting the development ofthe service of caring for the aged and to improving the quality of life of older people.