Evaluation Of Harbin Pension Insurance Service Quality

Pension insurance service is the main function of Harbin social insurance administration,and is also a carrier of the trust in government.The quality of pension insurance service not only will affect the customers,but also will have a important influence to the general public about how to treat the government.So,raising the quality of pension insurance service will improve the relationship between the general public and the government and the public trust in the government,will promote the maintenance of social harmony and stability as well.Based on the status quo of pension insurance services,the SERVQUAL model that widely used in the field of service quality evaluation and the actual needs of customers,it will construct a service oriented model for evaluating the service quality of Harbin endowment insurance,and carried it out.This paper analyzes the present situation of Harbin pension insurance service and the causes and influencing factors of customer demand,to lay the foundation for the construction of Harbin endowment insurance service quality evaluation model.According to the influencing factors of customer demand,18 perceptive evaluation indexes are designed.According to the different characteristics of the evaluation indicators,it can be divided into 6 evaluation dimensions: reliability,reliability,responsiveness,remedy,ease of use and empathy.Construct the Harbin endowment insurance service quality evaluation model and apply it.Under the pre-established research conditions,the service object's overall satisfaction with the quality of service of Harbin endowment insurance reaches 79%.In the light of the shortcomings of "remedy","responsiveness","Empathy","assurance" and "ease of use",5suggestions are put forward.