Research On Service Quality Of Different Social Insurance Management Modes From The Public Perspective

With the gradual improvement of the social security system and the development of the government’s public service construction,the public demands higher and higher quality of service provided by social insurance agencies.The level of service quality is an important evidence for the service capacity building of social insurance agencies and an important measure to improve the management system.At pre sent,the service modes of social insurance agencies are different,and the public’s evaluation of their service quality is different.How to improve the management mode,improve the service quality,further develop the reform of the social insurance management mode,and study the high-quality service management mode to meet the public’s needs are the current issues of great concern.In view of this,from the public point of view,this paper preliminarily designs the questionnaire according to SERVQUAL theoretical model,and through interviews with the public and factor analysis method,determines the service quality evaluation index system of social insurance agencies and the weight of each index.Then the service quality of social insurance agencies under different modes is analyzed,and suggestions for optimizing the service quality are put forward.This paper studies the service quality of social security agencies in Jin.Shui District and Chang.an District under the centralized mode of "five-insurance integration" and "five-insurance separation" by using the established index system.Questionnaires are used to make the public give a score evaluation before and after the expectation and perception of the same problem.On the basis of quantification of se rvice quality,further studies on the service quality of social security agencies are carried out.Using multivariate analysis of variance,it is concluded that the interaction of public age and educational background on service quality differences between the two regions has significant effects on some indicators.Through the analysis of specific survey data,it is found that there are differences in public perception and expectation scores of service quality between different groups.Through the analysis of the gap of service quality,the level of public service quality provided by the agencies in the two regions is not good.Compared with the public service demand,the service is still insufficient in business efficiency,comprehensive ability,convenience and humanized management.Therefore,it is proposed that the handling agencies should strengthen the integration of information systems in the process of implementing the gradual integration of resources,increase the training of the personnel,divert the window pressure,improve service efficiency,advocate the diversification and humanization of service functions,and improve the supervision mechanism.The implementation of the service mode based on the concept of public demand,and ultimately the estab lishment of a comprehensive "one-stop" service to promote the optimization of service quality of the agency.