社会保险经办机构服务质量评价研究

发布时间：2018-06-08 07:02

  本文选题：社会保险经办机构 + 服务质量　； 参考：《科学中国人》2014年12期

【摘要】：本文在借鉴国内外对公众感知服务质量测评研究成果的基础上,结合社会保险经办机构的公共部门特性,构建基于公众感知的社会保险经办机构服务质量评价模型。同时结合国内外成熟的公众感知服务质量评价量表,开发社会保险经办机构服务质量测评量表,探寻社会保险经办机构服务质量的影响因素,为社会保险经办机构服务质量的改善和国家服务型政府建设提供参考。经过因子分析、相关分析、回归分析得出社会保险经办机构测评模型包括有形性、保证性、透明性、回应性和移情性五个维度,并建立包含18个题项的社会保险经办机构服务质量量表。通过对回归方程系数进行归一化处理得出各维度对总体服务质量的影响权重,发现对社会保险经办机构总体服务质量影响比较强烈的三个因子分别为:回应性、移情性和保证性。
[Abstract]:Based on the research results of public perceived service quality at home and abroad and the public sector characteristics of social insurance agencies, this paper constructs a model of service quality evaluation for social insurance agencies based on public perception. At the same time, combining the mature public perception service quality evaluation scale at home and abroad, to develop the social insurance agency service quality evaluation scale, to explore the factors affecting the service quality of social insurance agencies. It provides reference for the improvement of service quality of social insurance agencies and the construction of national service-oriented government. Through factor analysis, correlation analysis and regression analysis, it is concluded that the evaluation model of social insurance agencies includes five dimensions: tangible, assured, transparent, responsive and empathy. A scale of service quality of social insurance agencies including 18 items was established. By normalizing the regression equation coefficient, the influence weights of each dimension on the overall service quality are obtained, and the three factors that have a strong impact on the overall service quality of the social insurance agencies are found as follows: responsiveness. Empathy and assurance.
【作者单位】： 大连理工大学公共管理与法学学院;
【分类号】：F842.6
，

本文编号：1995036