YT质监政务服务窗口的服务质量测评与改进研究
发布时间：2019-01-05 04:31
【摘要】：为了维持健康的社会秩序和经济秩序,企业或个体经营者要进行正常的生产经营,必须取得资质并自觉接受有关部门的监督管理,其中行政审批是必须步骤,这就决定了企业或个体经营者(顾客)必然与行政审批部门发生多方面多层次的接触。随着政府工作职能不断由管制型政府向服务型政府转变,政务服务窗口的服务质量已经成为评价基层行政审批部门业绩的一个重要指标,提高政务服务窗口的服务质量得到各级政府领导者的广泛关注。近几年来,致力于窗口服务质量的提升,各级政府在大量的工作中摸索前进,取得了较大进步,但因服务接触过程中涉及的问题方方面面,针对政务服务窗口服务质量测评、提高服务质量的研究较少,所以至今未形成体系。 本文拟以服务接触理论为依据,深入研究窗口公务人员的服务技能、服务态度、服饰仪表、信息告知、服务效率对服务质量的影响及其权重大小。通过设计调查问卷及基层质监系统政务服务窗口意见征集,对顾客及窗口工作人员进行访问调查,广泛收集各类数据,之后进行内容分析、归纳和分类,对影响顾客感知窗口服务质量的关键接触环节和关键因素做出评价,提出提升基层质监系统窗口服务质量的可行性方法。研究结果显示：第一,影响顾客感知政务服务窗口服务质量的影响因素有4个,按权重大小依次是服务技能、信息告知、服务效率和服务态度；第二,业务咨询、业务受理、缴费3个环节中,服务技能都是最重要的影响因素,其中缴费环节还受到服务效率和信息告知的影响；第三,3个环节对顾客感知政务服务窗口服务质量的影响大小依次是缴费、业务办理和业务咨询；第四,现今政务服务窗口的服务质量不高,各接触环节质量也有待进一步改进；第五,科学合理的改进措施能够有效提高顾客满意度。上述结论对于进一步研究如何提高政务服务窗口服务质量具有指导意义。
[Abstract]:In order to maintain a healthy social and economic order, enterprises or individual operators, in order to carry out normal production and operation, must obtain qualifications and voluntarily accept supervision and management by relevant departments, among which administrative examination and approval must be a step. This determines that enterprises or individual operators (customers) must have multi-level contacts with the administrative examination and approval department. With the continuous transformation of the government's work function from the control-oriented government to the service-oriented government, the service quality of the administrative service window has become an important indicator for evaluating the performance of the grass-roots administrative examination and approval departments. Improving the service quality of government service window has been widely concerned by government leaders at all levels. In recent years, governments at all levels have made great progress in improving the quality of window service. However, due to the problems involved in the process of service contact, the service quality of government service window is evaluated. There is little research on improving service quality, so no system has been formed so far. Based on the theory of service contact, this paper makes a deep study on the service skills, attitude, dress and information, and the influence of service efficiency on service quality and the weight of service efficiency. Through designing the questionnaire and soliciting opinions from the government service window of the grass-roots quality supervision system, the customer and the window staff are interviewed and investigated, and all kinds of data are collected extensively, and then the content analysis, induction and classification are carried out. This paper evaluates the key contact links and key factors that affect the quality of service of customer perceived windows, and puts forward a feasible method to improve the quality of service of windows in grass-roots quality supervision system. The results show that: first, there are four factors that affect the service quality of customer perceived government service window, which are service skills, information informing, service efficiency and service attitude according to the weight; Second, the service skills are the most important influencing factors in the three links of business consultation, business acceptance and payment, among which the payment link is also affected by the service efficiency and information informing. Third, the impact of three links on customer perceived service window service quality is in turn payment, business management and business consultation; Fourth, the service quality of the current government service window is not high, and the quality of each contact link needs to be further improved. Fifth, scientific and reasonable improvement measures can effectively improve customer satisfaction. The above conclusions have guiding significance for further research on how to improve the service quality of government service window.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D630.1;F203
本文编号：2401272
[Abstract]:In order to maintain a healthy social and economic order, enterprises or individual operators, in order to carry out normal production and operation, must obtain qualifications and voluntarily accept supervision and management by relevant departments, among which administrative examination and approval must be a step. This determines that enterprises or individual operators (customers) must have multi-level contacts with the administrative examination and approval department. With the continuous transformation of the government's work function from the control-oriented government to the service-oriented government, the service quality of the administrative service window has become an important indicator for evaluating the performance of the grass-roots administrative examination and approval departments. Improving the service quality of government service window has been widely concerned by government leaders at all levels. In recent years, governments at all levels have made great progress in improving the quality of window service. However, due to the problems involved in the process of service contact, the service quality of government service window is evaluated. There is little research on improving service quality, so no system has been formed so far. Based on the theory of service contact, this paper makes a deep study on the service skills, attitude, dress and information, and the influence of service efficiency on service quality and the weight of service efficiency. Through designing the questionnaire and soliciting opinions from the government service window of the grass-roots quality supervision system, the customer and the window staff are interviewed and investigated, and all kinds of data are collected extensively, and then the content analysis, induction and classification are carried out. This paper evaluates the key contact links and key factors that affect the quality of service of customer perceived windows, and puts forward a feasible method to improve the quality of service of windows in grass-roots quality supervision system. The results show that: first, there are four factors that affect the service quality of customer perceived government service window, which are service skills, information informing, service efficiency and service attitude according to the weight; Second, the service skills are the most important influencing factors in the three links of business consultation, business acceptance and payment, among which the payment link is also affected by the service efficiency and information informing. Third, the impact of three links on customer perceived service window service quality is in turn payment, business management and business consultation; Fourth, the service quality of the current government service window is not high, and the quality of each contact link needs to be further improved. Fifth, scientific and reasonable improvement measures can effectively improve customer satisfaction. The above conclusions have guiding significance for further research on how to improve the service quality of government service window.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D630.1;F203
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