Research On Empirical Evaluation And Improving Paths Of The Service Quality Of Administrative Examination And Approval

Quality is the life of the service. In the process of promoting the further development of government function transformation, the public service function of government is gradually strengthened. The service quality of government review and approval, as the vital part of government’s public service, has aroused widespread attention owing to its close-knit relationship with public life. Under the guidance of value orientation of’Human centered, Society oriented’, the public, as main object of service of administrative examination and approval, has direct and deep impression on the service quality of administrative examination and approval. Therefore the public should be the main body of service quality evaluation in administrative examination and approval. In the background, the current situation of public perception of service quality is worth discussing.From the combination of theoretical and empirical perspective, the service quality of administrative examination and approval in Zhenhai District, Ningbo City, are studied. In the theoretical exploration part, the correlated research advances at home and abroad, by means of literature review of three parts, including the public service and administrative examination and approval service, the connotation and dimensions of the public service quality, as well as the assessment of public service quality, is deeply grasped. Based on the literature review, the research is conducted from the perspective of public perception, coupling by referring to Gronroos and PZB’s analysis of customer perceived service quality, to define the definition and evaluation of service quality in administrative examination and approval, and choose the SERVQUAL model as evaluation tool. Combined with relative research, the model is properly amended to determine six evaluation dimensions, including tangibility, assurance, compliance, transparency, informedness and empathy. According to this, evaluation index system and questionnaires of Zhenhai administrative examination and approval service quality, with high reliability and validity, is designed. In the emperical analysis part, Public expectations, public awareness and the quality of administrative examination and approval service is discussed respectively. The study also performs a comprehensive evaluation on administrative examination and approval service quality in Zhenhai District, using the method of variance analysis and analytic hierarchy for data processing.The results show that the public perception, the worst of which is empathy, on Zhenhai District’administrative examination and approval service is at a general level from the perspective of perception. That there is significant difference among different dimensions indicates that six dimensions of service performance in administrative service center is not balanced. From the perspective of expectation, the public overall expectations of zhenhai administrative approval service is relatively high, and the highest dimension is assurance.The difference among different dimensions also shows the public exert different level of importance on these six dimensions. From the perspective of the gap between perception and expectation, the diffenrence value is negative, empathy and assurance dimensions show the most significant gap. The significant gap between public perception and public expectation indicates that public percption could not meet their expectation. From the perspective of quality, the overall comprehensive score of Zhenhai administrative examination and approval service quality is -2.131, each dimension scores less than 0. The order of six dimensions from high to low in turn is:tangibility, compliance, transparency, informedness, empathy, assurance. It turned out that the overall quality situation is so poor to be improved. Therefore, the improvement strategy is that 1) empathy and assurance should be improved as a matter of priority,2)informedness should be improved secondarily,3)compliance, tangibility and tangibility could be matained the status quo temporarily. Six improvement measures are propsed meanwhile. In the parts of conclusion and prospect, according to the full-text discussion, this paper summarizes the research results and the main innovation points, pointing out the deficiencies of current research and direction of further research.