An Investigation For The Service Quality Of Dalian Chamber Of International Commerce

As the “third sector” which the country focus on cultivating and gives priority to develop,the Chamber of Commerce is an important bridge connecting the government and enterprises,and plays an increasingly important role in participating in offering public services and promoting economic development.In the context of community independent of government and streamlining administration and delegating power,the government hopes that under the circumstance of "government failure" and "market failure",the Chamber of Commerce can play due roles.For another,in the new era of the economic globalization and the diversification of enterprise demands,enterprises put forward more professional requirements to the Chamber of Commerce.At present,a certain gap still exists between the service ability of chambers of commerce in China and the expectations of government and enterprises.On June 14,2019,the National Development and Reform Commission and other 10 departments jointly issued the " Suggestions on the Comprehensive Implementation of Reform of Industry Associations and Chambers of Commerce independent of government"(Development and Reform Commission [2019] No.1063)clearly stated that Accelerating establishment of social organizations which are legally established,self-sponsored,service-oriented,normatively governed,and self-disciplined.The Suggestions have further highlighted the urgency and necessity of chambers of commerce to strengthen continuously its own construction and to improve service quality.This paper studies the service quality of chambers of commerce,taking Dalian International Chamber of Commerce as an example to measure and analyze the perception-expectation gap of its enterprise members.Firstly,the literature analysis method is used to conduct research and analysis on the service quality of chambers of commerce at home and abroad,to clarify the specific aspects of the service quality of the chamber of commerce and to select the SERVQUAL model of PZB.Secondly,use the in-depth interview method,with the practical work experience,to modify the SERVQUAL standard scale,build the service quality model of Dalian International Chamber of Commerce and indicator system based on five measurement dimensions,design the questionnaire.Thirdly,through questionnaires,sample sampling,statistical analysis and other methods,measure the overall level and influencing factors of the service quality of Dalian International Chamber of Commerce.The data show that enterprise members give a general evaluation of the service quality of the chamber of commerce,and there is a gap between actual perception and service expectations.The research and analysis show that at present,the Chamber of Commerce has the problems of extensive management of enterprise member services,inadequate performance of service commitments,insufficient professional capabilities,low standardization construction,and urgent improvement of talent structure and service capabilities.According to the above problems,this paper propose that Dalian International Chamber of Commerce should effectively improve the service quality from three aspects below: the service management mode being changed from extensive to refined,expanding service channels to enhance comprehensive service capabilities,improving talent ability and structure.This paper hopes that through investigation and research,not only will the service quality of Dalian International Chamber of Commerce be evaluated and analyzed,but also proposes countermeasures and suggestions,and also provides useful reference for improving the service quality of industry associations and chambers of commerce and promoting their own development.