The Research On Service Quality Evaluation Of M Pension Institution In Suzhou

To promote the social conduct of respecting the old,supporting the aging,and help the old,the whole world actively to coping with the aging.Under this trend,as supplement the institutional pension becomes a new beacon for the development of pension service in China.Influenced by our traditional culture and our family concept,the institutional pension is just a helpless choice.Because of this,when the old choose the pension institutions,they will make more demanding.Exactly how to make a comprehensive and scientific assessment of the service quality of the pension institutional,and how to meet the needs of the elderly.This paper will conduct an exploratory study.This paper selects M pension institutions as the research object.Using the literature method to define the concept of institutional pension and service quality.And summarize the research status of the service quality of the institutional pension.Taking M pension institutions in Suzhou as an example,we make a evaluation and application research with questionnaire and interview.We will put forward corresponding countermeasures to the existing problems of the M pension institutional.It is hoped that this research can provide reference for the pension service of Suzhou,even the whole country.The questionnaire and the interview was conducted on the agency managers,the service providers and the service objects.Then collected and analyzed the data,attempted to build a service quality evaluation model to make a study of the M institutional pension.Aim to perfect the evaluation system of the institutional pension,and offer the advice and suggestions to improve service quality.Finally,the research shows that there is a lot of room for he promoting of the service quality of M institutional pension.The service quality is affected by the individual differences of the elderly,the personal qualities of the service provider,and the management concept of the institutional managers,especially the five dimensions.In addition,also found that there is a gap between the service expectation and the actual perception.To shorten the gap,this paper made the corresponding analysis,and puts forward some suggestions.Although M institutional pension just only one microcosm of many pension institutions,the research of service quality will provide important reference experiences for the future development of other pension institutions.