Research On The Satisfaction Of Service Quality About Mental Disorders Children Rehabilitation Agencies

With the recent increase of mental disorders children, many rehabilitation agencies take the mental disorders children as service object have established.Appropriate management and evaluation system has not yet formed, the service quality and level of rehabilitation institutions are uneven. Current study has been less attention to agencies’ quality of service. Evaluating the service quality of rehabilitation agencies, it is a good way to promote angencies’ development and progress, and also helps protect the rights of mental disabled children,this research’s vacancy is urgent need to make up.This paper takes Lanzhou L agency as an object of study, base on the customer satisfaction theory and SERVQUAL scale, amends and designs the scale combine with L agency’s characteristics and current situation, eventually forms a set of questionnaire contains 5 dimensionalities and 31 indicators, takes the parents of children in L agency as an object to investigate, and gets the quantized results. As the same time, carries out depth interview with parents and agency’s employees to remedy questionnaire’s deficiency.Through the survey by questionnaire, finally gets the satisfaction of service quality is “Qualified” leve. Every dimensionality’s satisfaction exisst obvious gap,“Sittlichkeit” gets “ Good ” level, is the highest one, “Expansibility” gets“Unqualified”level, is the lowest one. At the end, paper analyzes the reasons from every dimensionality of the questionnaire and states some thoughts about agencies’ service quality.