Research On The Improvement Strategy Of Window Service Quality Of Tianjin H District Government Service Hall

At present,our country government service the growing social service standards,service ability is also gradually enhanced,the government shift towards a service-oriented government is the government provides the service quality and word of mouth represents the image of the party and the government,and one of its government services window style directly represents the image of the party and the government,especially a line of government affairs service window of the hall,has become the public judges the government's direct reference service quality As an important carrier of government services,the government administrative service hall of the service window directly to the people and enterprises,is the government's image window,its in word and deed on behalf of the government departments in word and deed,a real and effective government window service quality evaluation,based on the evaluation results to improve the government administrative service hall window service quality is very importantBased on the relevant theoretical basis of service quality,service quality gap model,SERVQUAL evaluation method and SERVPERF evaluation method,this paper first defines and explains the content and connotation of service quality of government window by referring to existing researches at home and abroad and combining with the characteristics of service quality of government window.Secondly,based on the service quality dimensions and questions of the existing SERVPERF scale,this paper studies and designs a scale suitable for the service quality of the window of the government service hall based on the service characteristics of the window of the government service hall,and conducts quantitative analysis on the collected data such as questionnaire survey and interview.Finally,the problems of service quality and evaluation of government service hall window are analyzed and explored.The above three contents theoretically deepen the service quality of government affairs service hall window and enrich the research content,so as to provide theoretical guidance for the improvement of service quality of government service hall window.The content of this paper is divided into seven parts.The first part is the introduction.The background,research methods,research significance and relevant theories are mainly expounded.The second part is literature review.Based on the research status at home and abroad,this paper summarizes four theories of service quality,service quality evaluation,window service quality and window service quality evaluation,and expounds the SERVPERF model and scale of service quality.The third part is questionnaire design and test.The main presentation includes the selection of survey area,questionnaire design,interview design and inspection,etc.The fourth part is the statistical analysis of survey data.The obtained data are analyzed mathematically.The fifth part is the result discussion.This paper discusses and explains the research results and puts forward some strategies to improve the service quality of government window.The sixth part is the conclusion and prospect of the research.