Study On Building The VTS Public Service Quality Evaluation System In Our Country

With the continuous development of social economy, the deepening of reform and opening up, the government departments at all levels are facing the pressure of reform, it asks the government to rethink and adjust on its function and behavior etc.To establish a model to service market and social as a service type government to replace the old control type government in order to meet the general demands of the society. Sixteen Party 3 in plenary meeting puts forward for the first time the functions of the government from the "Almighty" to "service type"; The eighteen Congress of the party put forward constructing scientific,reasonable,clean,efficient and satisfaction of the people service-oriented government; In 2007, "three services" was put forward by the Ministry of communications in the national transport work conference; In 2009, "four types of maritime construction was put forward by Maritime Bureau Department. In such a context, Vessel Traffic Service (Vessel Traffic Service referred to as VTS )as the National Maritime Department to implement dynamic supervision and services for the modernization of the mechanism on the water, after thirty years of rapid development, is facing severe challenges and orreal.Aiming at the above problems, this paper in the main organization Theory-Method --Application of full text, around the VTS service quality, analysis and discussion from two aspects of theory and practice of VTS quality of service. The first study on the current domestic and foreign service quality reviews and analysis system; and then, according to the quality of service evaluation of existing research, the quality of government services elements, formation mechanism, combined with the characteristics of VTS service, VTS service selected evaluation of various indicators of the quality of service, and on this basis, in three factor model as the foundation and make the appropriate changes, construction of VTS service quality evaluation index system for reference, add and delete SERVQUAL index established in line with the evaluation index of VTS service quality evaluation system;finally, taking Ningbo VTS as an example to do empirical study. In the empirical study, the screening and optimization of the index using AHP, determine the index weight, the analysis of the questionnaire, it is concluded that there is in terms of quality of service of Ningbo VTS problems and puts forward improvement suggestions.VTS service quality evaluation index system of our country is proposed in this paper combined the characteristics of VTS, which can make the evaluation activities more scientific and standard, it can improve VTS quality of service more targeted. Thus it has the very vital significance to promote the "service type VTS" construction.