A Study On Satisfaction Evaluation Of Social Security Based On Customer Satisfaction Index In Liaoning Province

Social security is a basic system arrangement which maintains national stability and guarantees the people’s living standards. The demand of the people is the driving force for the construction of social security system. As a comprehensive public service, social security directly faces to the general public, and is closely related to people’s vital interests. Therefore the public’s attitude and reaction is important to social security system to construct successfully. In recent years, Chinese scholars have begun to realize the social security public satisfaction is an important field of study. To know the public’s evaluation of the social security system has great practical significance to improve the service level of social security agency and strengthen the social security work pointedly and effectively.In this paper, on the basis of the review of previous studies, we found that the existing research of the social security satisfaction in our country is not far enough. Most of the research is based on a particular social insurance or a particular group, which leads to some certain limitations. In addition, the research method is usually through the questionnaire survey to directly measure the overall satisfaction of the social security without index segmentation and theoretical model.This paper used the analytic hierarchy process (AHP) to establish the social security satisfaction index system. We formed a3-levels and11-dimensions system. Then we established index judgment matrix by Delphi method to calculate every index’s weight. According to the social security satisfaction evaluation system, we designed a set of29items questionnaire to carry out empirical investigation in five cities of Liaoning province to test the reliability of the evaluation system. Finally we used the fuzzy comprehensive evaluation method to calculate the comprehensive score of social security satisfaction which is3.288. The result tallies with the actual situation and is rational and reliable. It shows that the public satisfaction of social security is ordinary. Social security system has many insufficiencies. There exists a large gap between public expectations of the social security and the actual perceived social security services. At last, this paper puts forward the relevant countermeasures and suggestions to improve satisfaction of social security.