Research On Service Quality Evaluation Of Administrative Service Center

In the era of deepening the reform of the administrative examination and approval system,promoting the transformation of government functions and strengthening the construction of service-oriented government,the administrative service center,a new type of government service organization,has gradually become one of the main channels for the people to obtain public services and an important way to optimize service processes and improve service efficiency.In recent years,the Chinese government has vigorously strengthened the construction and popularization of administrative service centers.At present,the national government service system has been initially formed.However,according to the survey,there are still many problems in the actual performance of the administrative service center,which caused the public is not satisfied with the current service status.Therefore,it is necessary to evaluate the service quality of administrative service centers through scientific methods and deeply analyze the factors that restrict the improvement of service quality.On this basis,we propose the corresponding measures to provide new ideas and directions for the improvement of administrative service quality.The public is the direct beneficiary of public services and they should have the right to evaluate service quality.Firstly,from the perspective of public people,this study intends to construct a service quality evaluation index system of administrative service center based on SERVQUAL model which includes six dimensions of tangibility,responsiveness,empathy,convenience,effectiveness,information and 24 specific evaluation indicators.Secondly,through the combination of case analysis and empirical analysis,the research takes Chang'an District Administrative Service Center of Xi'an as an example to conduct an actual evaluation of service quality by using descriptive statistical analysis,analytic hierarchy process,paired sample T-test,IPA analysis(importance-performance)and other methods.Finally,according to the results of the evaluation,the study proposed several corresponding countermeasures and suggestions for the improvement of service quality of the government service center.According to the final research results,the public people have high expectations and unsatisfied experiences for the service quality of the Chang'an District Administrative Service Center.The actual service status has a certain gap with the public's expected service level,and the overall service quality is not satisfactory.Specifically,the service quality of the six dimensions are tangibility,information,empathy,convenience,effectiveness and responsiveness from high to low.The empathy dimension is in low-importance and high-performance level and the service status can be maintained.The effectiveness and responsiveness dimensions are in high importance and low performance level,which means their service quality need to be improved perferentially.Based on the above conclusions,this study proposes five countermeasures for improving the service quality of administrative service centers,including improving government service standards and management methods,implementing public-oriented government service concepts,formulating government service process optimization strategies,deepening “run at most once” government service reform and strengthening the construction of e-government service.