Research On The Influencing Factors Of Government Window Service Satisfactio

The "Fourteenth Five-Year Plan for Public Service" jointly issued by the National Development and Reform Commission and other departments in 2022 pointed out that during the "Fourteenth Five-Year Plan" period,a sound public service system is an important measure to implement the people-centered development idea,improve people’s lives,promote social equity and achieve common prosperity,and is an important part of building a new development pattern,and also to enhance the people’s sense of gain,happiness and security is of great significance in promoting the overall development of human beings and the overall progress of society.Therefore,under the guidance of the idea of "taking the people as the center",it is necessary to put forward a management proposition that can better meet the growing demand of the people for the quality of public services.At present,the coverage of government window services is large and there are many groups.Under the background of the improvement of the people’s expectation of service quality,the problems faced in the process of handling business are also increasing gradually,especially the service quality of the window.The paper takes the tax window of L District Government Service Hall as the research target,uses the questionnaire survey method,builds the evaluation index system on the basis of SERVPERF(Service Performance)model,and fully absorbs the relevant views in the existing research according to the unique characteristics of government window services,Finally,five dimensions(reliability dimension,responsiveness dimension,assurance dimension,empathy dimension,and information thinking dimension)and 21 questions were formed to evaluate the service satisfaction of the government window,and a questionnaire was prepared on this basis.A random questionnaire survey was conducted for the masses who had handled business in the Government Service Hall of L District.For the collected questionnaire data,descriptive statistics and correlation analysis of samples and satisfaction were conducted,and single factor and multi factor analysis were conducted on the influencing factors.After that,find out the relevant problems,excavate the reasons behind,and finally put forward suggestions to optimize the window service capacity of the district government service hall in combination with local practice.The study found that the different levels of the respondents’ gender and age had no significant impact on the satisfaction evaluation of the government window services in L District.The different levels of the respondents’ education,occupation,residence and business type have a significant impact on the satisfaction evaluation of the window services of the L district government.From the path of improvement,we should focus on improving the quality of window service personnel and strengthening professional training;Changing service concept and strengthening service consciousness;Pay attention to comprehensive business management and create one-stop service;Highlight the transparency of information and strengthen supervision by public opinion to improve the quality of window services.