Research On The Public Service Quality Of University Administrative Staff Based On Teachers’ Satisfaction

Education is an important cornerstone of national rejuvenation and social progress.With the rapid development of the cause of building a powerful socialist education in China,colleges and universities,as the main position of personnel training,have always been in the key position of the development of education.How to improve the level of running a university and the teaching quality and run a university education that the people are satisfied with,the quality of public service of university administrative personnel plays a decisive role,even directly affects the healthy development of higher education and the strategic implementation of personnel training.However,at present,there are many problems among college administrators,such as poor service consciousness,lack of service initiative,poor service attitude and low work efficiency,which lead to more and more conflicts between college teachers and college administrators,the satisfaction degree of university teachers to administrative staff is getting lower and lower,which destroys the good atmosphere of school education management,reduces the enthusiasm of faculty and staff,and restricts the healthy development of university education.In view of this,the author of this paper uses the public management theory,customer satisfaction theory,pedagogy and other related disciplines knowledge,on the basis of relevant research at home and abroad,to study the public service quality of university administrators,and construct a comprehensive evaluation system for the quality of public service provided by the administrative personnel of colleges and universities,to find a way to improve the quality of public service for university administrators and strive to play a reference role in promoting the development of education and teaching in universities.This study first analyzes the background and significance of the research on the public service quality of university administrators,summarizes the research status at home and abroad,defines the core concepts of teachers and administrators,satisfaction,public service,service quality,public service satisfaction,discusses SERVQUAL evaluation model,new public service,IPA evaluation analysis method,and theoretical basis of public service satisfaction.On the basis of SERVQUAL evaluation model and investigation interview,combined with the characteristics of public service of administrative staff in Colleges and universities,a scientific questionnaire was designed,and an evaluation system of public service quality of administrative staff composed of20 evaluation indexes in three dimensions was established.The data of satisfaction and importance of evaluation of public service quality of administrative staff by teachers in G colleges and universities in Chongqing were collected through questionnaire survey,This paper analyzes the status quo and differences of the public service quality of administrative staff in G University of Chongqing,and concludes that the evaluation indexes with high importance and satisfaction are: administration according to law,fair handling of affairs,honesty and trustworthiness,integrity,sense of responsibility,business ability,communication,expression ability,and problem-solving ability,which are the advantages of the public service quality of administrative staff;and the evaluation indexes with low importance and full satisfaction The evaluation indexes with high intention are: dress,speech and overall image,spiritual understanding of superior documents,spiritual communication ability of superior documents,psychological anti frustration ability and physical health;the evaluation indexes with low importance and satisfaction are: independent learning ability and emotional control ability;the evaluation indexes with high importance but low satisfaction are: service awareness,service initiative,service attitude,affinity,patience and work efficiency are the key indicators for the public service quality of administrative staff to be improved.Finally,combined with the conclusion of IPA analysis method,seven countermeasures and suggestions are put forward to improve the public service quality of administrative personnel,namely: strengthening the service concept,improving the service quality of administrative personnel,promoting the reform of university system,mobilizing the enthusiasm of administrative personnel,paying attention to the difference of demand,providing personalized service,strengthening the construction of university informatization,promoting the perfection of administration by the government personnel social support network,building university administrators based on education,improving the management system of university administrators,and better serving university teachers.