Study On The Evaluation Of Public Service Quality In Qinhuangdao From The Perspective Of Residents' Satisfaction

Since the beginning of the 21 st century,the party and the state have attached great importance to the issue of basic public services,"The Decision of the Central Committee of the Communist Party of China on Several Major Issues Concerning the Construction of a Harmonious Socialist Society",the Report of the 17 th National Congress of the Communist Party of China and the 18 th National Congress of the Communist Party of China,and the National Economic and Social Development In the "13th Five-Year Plan",the outlines of "promoting the equalization of basic public services...",in order to meet the people's growing needs for a better life,the report of the 19 th National Congress once again reiterated that it is necessary to further improve the public service system......to promote fairness and justice in society",the issue of basic public services has been mentioned at a fairly high level.How to adapt to the diverse sports needs of the public and provide the public public services that are needed by the public and provide the public with satisfaction is a realistic issue that must be considered and urgently needed by the sports departments at all levels in the new era.Therefore,in the context of the "service-oriented government" construction goal,"establishing the party for the public,governing for the people" and other ruling concepts and the practice of "healthy China",this study follows the "theoretical screening-practical research-reflection summary" The basic ideas are developed to explore the relationship between the quality of sports public services and residents' satisfaction.Based on the literature analysis and small group interviews,based on the SERVQUAL scale and the small group access data,the measurement scale of service quality was constructed,and the quality and satisfaction of sports public service in Qinhuangdao City were investigated and statistically evaluated.Finally,IPA analysis method is introduced.According to the total average value of importance and the total average value of satisfaction as the separation point,four quadrants of sports public service quality in Qinhuangdao City are divided: advantage zone,maintenance zone,opportunity zone,improvement zone,exploration Further improve the countermeasures and suggestions for the satisfaction of residents' public sports services,further improve the satisfaction of residents,and create a new situation in sports public service work.The research shows that the quality of sports public service in Qinhuangdao City refers to the extent to which Qinhuangdao City Sports Public Service can meet the needs of public sports,and it is a perceived quality of service.According to the SERVQUAL evaluation model,the quality of sports public service should also include five dimensions,tangibility,reliability,responsiveness,guarantee,empathy,and based on these five dimensions,Qinhuangdao Sports Public,which contains 22 topics,was designed.The service quality assessment scale of the service and the three levels of resident satisfaction assessment scales,survey data show that the current public service demand of social residents in Qinhuangdao City is higher,but the actual sports public service can not meet the actual needs of the public..Combined with the IPA grid map,the current situation and optimization ideas of 22 indicators are inferred: 5 factors such as T5,T6,T14,T15 and T17 belong to the continuing effort category;T3,T4,T9,T11,T12,T13,etc.The six factors are characterized by low importance and good satisfaction,which are not suitable for deliberate pursuit of factors;T2,T7,T10,T20 and other four factors,which are characterized by low importance and poor satisfaction,which are low priorities.Type factors;T1,T8,T16,T18,T19,T21,T22 and other 7 factors,which are key improvement factors,manifested as: high importance,but not high satisfaction,is currently improving the quality of sports public service in Qinhuangdao City The top priority of the work.The general idea of improving the quality of sports public service in Qinhuangdao City is to provide more abundant and perfect fitness facilities conditions on the tangible level;to develop a sound policy system and supporting measures on the reliability level;and to strengthen the service personnel on the assurance level.Work capacity building;on the responsive level,respond to the social public construction needs in a timely manner;at the empathic level,adhere to the social public sports demand-oriented.The specific countermeasures for improving the quality of sports public services in Qinhuangdao City are: training and building a team of sports public service personnel who can “play hard”;establishing and improving social supervision mechanisms and public demand-expression mechanisms;establishing a collection of “government,market,NGO” Multi-supply system.