Research On Quality Improvement Of Government Response Based On SERVQUAL Model

In the context of building a service-oriented government,the public participation enthusiasm is getting higher and higher,and the quality requirements for the government’s response are also improving.The government’s response has become the key to improve the service quality and solve the problem of service quality.At present,the government’s response has gradually changed from "to respond" to "good response",and it pays more and more attention to the quality of response.With the rise of the new public administration movement and the reform government theory,public perception was gradually introduced into administrative organizations to guide the work of government.From the perspective of cognitive logic,public perception is not only the fundamental standard and orientation of the government’s response to quality evaluation,but also the purpose and result of the government’s response.Therefore,in the context of high emphasis on the quality of government response,choosing the dynamic perspective of public perception has its special value.The establishment of the government response quality evaluation system is crucial to measure the government response quality,to solve the mismatch problem between the government response and the public demand,clear which factors more public attention,which factors under the public perception will affect the government response quality,and can put forward targeted government response quality improvement measures.Therefore,this paper focuses on the influencing factors of the quality of government response from the perspective of public perception and constructs the index evaluation system,explores the problems and causes in the quality of government response in the estuarine area as an example,and puts forward the countermeasures and suggestions to improve the quality of estuarine district based on the perspective of public perception.Therefore,this paper selected the perspective of public perception,on the basis of SERVQUAL model,the application of mixed research methods,combined with the theory of the government response characteristics analysis,interview and questionnaire survey,establish effectiveness,convenience,responsiveness,professionalism,tangible,transparency,reliability,a total of seven dimensions of estuary district government response quality evaluation index system.Combined with the data analysis,the total response quality value of the estuary district government is-0.225,and there are problems such as passive response attitude,low professional response,and poor response mechanism.Based on the perspective of public perception,suggestions are put forward in three aspects:the government,mechanism and external environment,including improving the response awareness,enhancing the quality of personnel,optimizing the response process,improving the response mechanism,building the monitoring mechanism,improving the supervision system,giving play to the role of the third department,and unblocking the response channels.It is hoped that this study can provide useful countermeasures for the improvement of government response quality.