The Service Quality Assessment Of Pension Agency Of Dalian Based On SERVQUAL

As there being more and more senior citizen in China, large quantities of endowment institutions are flooding into the market.However comparing with the large amount of senior citizen,the the amount of endowment institutions are not enough with the uneven quality of service. In terms of dalian, although in recent years the endowment institutions have made great progress and developed rapidly, a lot of pension agencys’ service quality are still not so satisfying, especially some private pension institutions. Therefore, service quality evaluation of dalian’s endowment agencies, which is aim at knowing the actual situation of the endowment institutions well,will be helpful for finding out the real problems of the endowment institutions. So that there will be practical significance to improve and enhance the service quality of the endowment institutions in Dalian.The evaluation of dalian municipal pension agency service quality is based on the SERVQUAL. According to industry characteristics of endowment institutions, the evaluation puts forward six dimensions of service quality evaluation after being improved. On the basis of evaluation, we designed the questionnaire and scale, which are suitable for dalian city pension agency service quality assessment. After repeated investigation and practical surveys on 29 large and medium-sized pension agency in dalian, we use SPSS software to analysize the result statistically. At last, we worked out the order of the six dimension of service quality. Through the above work, we hope the order can provide objective basis for the improvement of endowment institutions in dalian, which will make senior citizens obtain better service quality in China, what’s more, to set an significant example for the endowment institutions all over China to research and improve the quality of our service.