The Research On Customer Satisfaction Measurement Of Window Service In BZ Special Equipment Institution

With the continuous deepening of the reform of administrative system and political system in our country, constructing the service-oriented government which is people-oriented and serving the people has become the grand goal of government reform. The18th communist party congress also clearly pointed out:building a service-oriented government which is functional science, structural optimization, honesty and high efficiency and satisfied with the people, according to the establishment of Chinese characteristic administrative system. The government window service is the most direct channel and platform for government to provide public services and building a service-oriented government should start from the basic window service, which improve the government’s public sector window service becomes more urgent and important. However, there are many problems in today’s service window, such as low efficiency, poor service attitude, unskilled work, lacking the necessary response and initiative, which seriously affected the government to build a service-oriented government’s intention and became the object of public complaints. So, in the new historical background, how to improve the service of public sector and improve service satisfaction, are urgently needed to solve the practical problems.In this case, this paper studied the satisfaction influence factors of window service and improvement countermeasures using the research method, investigation method, system analysis method and comparative literature, combining with the current situation of BZ special equipment institution. Firstly, this paper introduces the background and significance of the topic, research ideas and methods. Secondly, the paper introduces the government’s public sector window service, lean management and Research review on customer satisfaction theory and the government public service satisfaction survey research methods at home and abroad. In the third part of the paper, the author adopt the way of issue customer questionnaire to study on the influencing factors of the customer satisfaction in BZ special equipment institution, and then analyzes the current problems, using basic model of Chinese customer satisfaction index and combined with the actual situation of the service window. Then, according to the survey results, using lean management thinking, the author puts forward the countermeasures to improve the work and to properly resolve the various problems arising in the work and to improve satisfaction and also for better service for the local economy. Finally, business acceptance window is verified effective in improving the service efficiency of work through the customer satisfaction theory, using the customer satisfaction questionnaire to evaluate business acceptance window services, by comparing the detection window work efficiency and service level have significantly improved.In this paper.combining the theory of customer satisfaction and the window practical work, improving the services window in question scientifically and effectively, the window management become more standard and scientific and enhance the level of management and service, the customer satisfaction. The paper helps business acceptance window of BZ special equipment institution to build "efficient service,clean and honest, people satisfactory "service image and also provides a reference for the other service window.