Research On Service Quality Evaluation Of Government Procurement Social Agencies

With the deepening of the reforms of government functions and the improvement of business environment,the implementation of the rules and policies of government procurement have been increasingly standardized.In a situation where the scale of the government procurement market is expanding,the abolition of the qualification audit of government procurement agencies not only brought about a spurt in the development of government procurement agencies,but also led to a mixed bag of government procurement agencies and uneven service levels.Government procurement agency is an important part of the government procurement market and therefore evaluating the service quality of government procurement agencies is important to eliminate the adverse selection and moral risks brought by commissioning agents,to guarantee the standardization of government procurement activities,and to promote the healthy development of the procurement agency market.Based on the above background and purpose,this study takes social agencies for government procurement as the research object,explores the indicators affecting the evaluation of their service quality,constructs the evaluation index system with scientific methods,and finally evaluates and analyzes the service quality of procurement agencies with the system.Specific researches are as follows:(1)To provide a reference for the evaluation index system,the thesis explains the concepts related to government procurement and agencies,and introduces the theories related to commissioning agency and service evaluation on the basis of the literature review at home and abroad.(2)Based on the SERVQUAL model and methods of expert interviews and literature analyses,the evaluation index system of service quality is constructed with the demand of the purchaser as the core,which contains five primary indicators including tangibility,reliability,assurance,empathy and standardization and 23 secondary indicators,and the rationality of the index system is determined through questionnaire surveys.There are both quantitative and qualitative indicators in the evaluation index system of procurement agency services.The quantitative indicators can directly reflect the service situation of the agency and reduce the workload of the evaluation unit;the qualitative indicators are beneficial to predict the future development trend of the agency.It not only examines the executive capacity and execution effect of government procurement agencies on projects,but also focuses on the economic benefits of procurement activities as well as social benefits.(3)The service quality of procurement agencies is analyzed using the principal component analysis method.The study determines the weight of evaluation index,constructs the evaluation model using the fuzzy comprehensive evaluation method and evaluates the service quality of agencies.(4)Six shortlisted units of government procurement agencies of Y universities are used for empirical research.The study analyzes the evaluation results,puts forwards suggestions to improve the service quality and determines the applicability of the service evaluation model of procurement agencies.(5)The study presents the main research results,summarizes the limitations of the study,and provides suggestions for further research on the service quality evaluation of government procurement agencies in the future.