| The provident fund system has a short history but develops rapidly in China.It plays an important role in improving housing conditions in each specific period of time.As the state takes more attention on the provident fund in the process of regulating the consumption of housing,the provident fund business has developed rapidly,and the number of benefited employees has increased.Local provident fund management centers actively tap the potential and expand the scope,and surround the general requirements of supply-side reform,making every effort to collect sufficient provident fund to guarantee the vast employees’ expenditure and loan needs timely in accordance with policies.With the increasing volume of registration,withdrawal and loan business of the provident fund,the existing service level has been unable to meet the needs of the public,and the complaints about service quality have become more and more.Therefore,in the process of handling the provident fund business,the problems we are facing are also emerging in an endless stream,especially the service quality of the provident fund window.Taking the window service of Guilin Housing Provident Fund as the research object,this paper analyzes the satisfaction degree of window service quality of Guilin Housing Provident Fund through social questionnaires,interviews,empirical data analysis and literature review,and draws the following conclusions: First,based on the financial data analysis of Guilin Housing Provident Fund during the six years from 2012 to 2017,the collection,withdrawal and loan business of Guilin Housing Provident Fund had been increasing year by year,the funds security was high,and the utilization rate of funds reached as high as 99%,which has played a decisive role for Guilin Municipal Government to promote affordable housing and improve housing conditions of middle and low income families;Second,service quality satisfaction index system of Guilin Housing Provident Fund Window,carried out tests and analysis from the four indicators of overall satisfaction,service environment,service attitude and professional quality.The questionnaire data reliability is high,and the validity of the questionnaire is scientific.The relationships between service environment,professional quality,service attitude and overallservice quality satisfaction are all positively correlated,which indicates that improving service environment,professional quality and service attitude can raise overall service quality satisfaction.Third,in view of the outstanding problems reflected in the results of satisfaction questionnaire and interview records,we should integrate resources,fully mobilize limited funds,and improve the environment and facilities of service hall make full use of "Internet +" information technology;establish and implement personnel performance appraisal and supervisory systems;simplify business process,improve work efficiency and enrich the training forms of business personnel,as well as positively implement the training system in five aspects to conduct analysis,so as to improve the quality of service satisfaction of provident fund.Through research and analysis,we can more specifically find out the existing problems and difficulties,study and formulate solutions to these problems,thus improving the quality of window service and the level of government service,as well as enhancing the image of provident fund window.At the same time,I reviewed the research literature of many domestic scholars on the window service,only to find that the research on the satisfaction of service quality of provident fund window is almost blank.I hope that,the application gap of improving the provident fund window service quality can be further filled through the investigation and analysis of Guilin Housing Provident Fund window service quality satisfaction,which may bring a certain theoretical significance for the construction of theoretical achievements of provident fund window service. |
