The Effect Of Perceived Service Quality Of Grass-roots Government Departments On Relationship Quality

Under the background of the current construction of the "service-oriented government", the functions of the government start from the "control" to "service". Improving the quality of service becomes the main content of building a service-oriented government. Good service quality is not only the embodiment of the value of government, but also important factor between the government and the public to promote close relationship. However, when the government departments provide the service, they still have some problems in reality. For example, Procedures cumbersome, failed to live up to "accept"; between the governments and departments, it can’t achieve information sharing and mutual connection; "circle demonstration" and so on. These problems to a certain extent affected the quality of government and public relations. From the current of research results, we can see that the government as the main service quality evaluation is difficult to grasp on how to improve the quality of service, and public as a service recipient is not easy to get satisfied. Because the grassroots government service has basic characteristics of services, and also has passivity and openness. Because the mechanism of the impact of grassroots government service quality on relationship quality is not yet clear. So it is a still important issue that makes the further study of basic-level government service quality and relationship quality. To improve grass-roots government service quality is the foundation, and the establishment of the government and the public good relationship quality is the destination, so the analysis of the logical relationship between them is particularly important.The article selects a case study of the administrative Service centre of L County. It is a typical grass-roots government service agency. It has different units of the administrative staff, and involves administrative examination approval and non-executive approval. Generally speaking, it can well reflect the local government service quality and service level. Based on literature analysis and summary, the study establishes the impact model of service quality on the relationship quality. It will further deepen the research in the field of grass-roots government service; what’s more, in practical aspect, in order to improve the quality of relationship and accelerate the establishment of a "service-oriented government", it is necessary to improve the level of basic-level government service quality. The main research content is as follows:(1) Literature and analyzed grass-roots government service quality, relationship quality(2) Build the impact model of grass-roots government service quality on the relationship quality, by discussing the grass-roots government departments each service quality dimensions and different dimensions of relationship quality, so as to find key factors;(3) The revelation about improving the grass-roots government service quality and improving the relationship quality according to the response to the research findings.Through theoretical literatures, based on SERVQUAL model and Lagace model, we propose the model and hypothesis. The grassroots government service quality is divided into five tangibles, reliability, assurance, responsibility, empathy; relationship quality is divided into two dimensions satisfaction and trust. I obtain data in the form of questionnaire survey in L county administrative service center. SPSS15.0 is used for descriptive analysis, reliability validity test, correlation analysis, regression analysis, then drawing the following conclusions:(1) Factors of Grass-roots government service quality have a different influence on relationship quality. Among them, reliability is the greatest influence. Then it is responsive and assurance, empathy, tangibility; Responsiveness is the greatest influence on trust, and then it is the assurance, reliability and empathy. There is no significant difference among tangibility.(2) The public satisfaction is the important factors that affect the public trust.(3) The public satisfaction plays a mediating role between the public trust and government service quality.Based on the above analysis, this paper concludes that how to improve the quality of government service at the grass-roots level in order to improve the quality of the relationship between government and public:(1) Play a role of service quality on the quality of the relationship(2) Attaches great importance to the grass-roots government service different effects on the quality of the relationship. First, improving the quality of relationship between government and the public, we need to strengthen the service reliability, to improve the ability of the government service commitments. Second, optimizing reliability of service, we need to enhance service awareness, to promote the development of a good relationship between government and the public. Third, improving the guarantee of service, promote the role of service personnel. Fourth, strengthen service humanized, highlight the humanized service. Fifth, control too much tangible resources construction.(3) Pay attention to the quality of the relationship of the government and public relations.