The Research On The Public Satisfaction Of Chongyang Government Service Center By Service Quality Gap Model

During the "14th five year plan" period,the country needs more accurate social public service policy system,rich social public service supply content,diversified social public service channels,and efficient social governance system and mechanism to ensure the continuous promotion of the construction of service-oriented government.The government affairs service center can better serve the masses,improve the government’s ruling level and service ability,and provide a strong grasp for grassroots governance.However,there is still a lack of attention to the service quality of government service centers in China,especially the problems existing in the service quality of county-level,township level and other grassroots government service centers,to a certain extent,affect the improvement of the service quality of government service centers,also affect the people’s satisfaction and happiness,hinder the establishment of a service-oriented government with people’s satisfaction,we must find out the reasons as soon as possible improve.Therefore,it is of great significance to study the improvement of government service center satisfaction.In this paper,Chongyang county government service center is selected as the research object,based on the service quality gap model,using SERVQUAL evaluation method,combined with the construction and management of Chongyang County Government Service Center for field observation,design satisfaction scale for questionnaire survey and interview,through the statistical analysis of the data,this paper deeply analyzes the problems and reasons of Chongyang County Government Service Center satisfaction This paper analyzes and explores the new ideas and effective measures for the construction and management of government service center,so as to provide theoretical guidance for the improvement of service quality satisfaction of government service center,promote the reform of "decentralization,management and service",continuously improve the standardization and standardization level of government service,vigorously optimize the business environment of Chongyang County,enhance the satisfaction of enterprises and the masses,and comprehensively stimulate market activity To promote the high quality development of Chongyang.This paper is divided into seven parts.The first part is the introduction,which clarifies the background and significance of the topic,and determines the research content according to the relevant literature at home and abroad,so as to put forward the research methods and innovative attempts of this paper.The second part combs and defines the related concepts,which provides the theoretical basis for the establishment of the model and the selection of evaluation methods.The third part constructs the service quality gap model of Chongyang County Government Service Center,puts forward four correlation hypotheses,and determines the service quality evaluation dimension.The fourth part determines the evaluation scheme according to SERVQUAL evaluation method,designs the investigation scheme,and the investigation method includes questionnaire and interview.The fifth part analyzes the collected data by using statistical analysis method,verifies four hypotheses and discusses the results.In the sixth part,according to the boosting theory and public participation theory,combined with SERVQUAL evaluation results,it puts forward five strategies to improve the satisfaction of Chongyang County Government Service Center,including "improving the government service system","improving the quality of personnel","strengthening service performance evaluation","smooth communication,supervision,reporting channels" and"innovating service methods".The seventh part is the research summary and prospect.This paper mainly expounds the conclusions of this study and the deficiencies found in the research process,and looks forward to the direction of future research.The innovation of this paper is mainly manifested in the following three aspectsFirst,the innovation of research theme.This paper uses the service quality gap model to study and evaluate the satisfaction of Chongyang County Government Service Center,which is an innovative attempt in the domestic academic circles.Second,the innovation of evaluation project.Based on Chongyang County’s high-quality completion of the provincial and national government service standardization,this paper sets up a "one-stop" comprehensive window,self-service area,special service,"e hui ban " and other characteristic projects to evaluate the service quality,which is also an innovation in the domestic similar research.Third,the innovation of countermeasures and suggestions.In view of the problems in the five dimensions of "Tangibility" pointed out in the empirical study,this paper puts forward five suggestions for improvement,such as "innovative service mode".These suggestions have some new ideas and great application value.