Service Quality Evaluation Of Birth Care Project For Special Families In Mawei District Based On SERVQUAL Model

The Decision of the Central Committee of the Communist Party of China and the State Council on Optimising Fertility Policy for Long-term Balanced Population Development,released in 2021,points out the need to establish a sound all-round support and protection system for special family planning families,and a good support and care mechanism with the government as the main body to guide and encourage the participation of social organisations.This paper is dedicated to the evaluation of the quality of services provided by the special family planning project.Through two-way communication between the supply side and the demand side of the project,the problems are explored in depth,and the strengths and weaknesses are complemented to achieve precise support and improve the quality of support,so that the special family planning families can have a sense of security,happiness and support in their old age.This paper uses the SERVQUAL model as the basis,constructs the service content system of the birth care project for special families,develops a scale to measure service quality,and uses SPSS25 and AMOS26 structural equation software to test the reliability and validity of the prestudy data and the rationality of the service quality evaluation dimensions of the birth care project for special families.The data were also tested for structural validity,convergent validity and discriminant validity.The entropy method combined with the hierarchical analysis method was used to construct a weighting system for the services of the special family planning project.Six dimensions and 27 specific indicators were assigned to care and comfort,heart-warming actions,insurance protection,medical care,elderly services and reproductive services.By analysing the data of the service quality evaluation of the special family care project in Mawei District,it was found that the service quality of the special family care project in the three service categories of medical care,care and comfort and reproductive services in Mawei District is basically in line with the expectations of special families,while the service quality in the areas of heart-warming actions,elderly care services and insurance protection is somewhat different from the expectations of special families.There is a certain gap between the quality of services provided and the expectations of special families.Based on the results of the evaluation of the quality of services provided by the special family planning project,the project has proposed countermeasures and suggestions to improve the quality of services provided by the special family planning project in terms of policy and system,service provision and social publicity.