發(fā)布時間：2018-06-08 07:02

  本文選題：社會保險經(jīng)辦機構(gòu) + 服務(wù)質(zhì)量��； 參考：《科學(xué)中國人》2014年12期

【摘要】：本文在借鑒國內(nèi)外對公眾感知服務(wù)質(zhì)量測評研究成果的基礎(chǔ)上,結(jié)合社會保險經(jīng)辦機構(gòu)的公共部門特性,構(gòu)建基于公眾感知的社會保險經(jīng)辦機構(gòu)服務(wù)質(zhì)量評價模型。同時結(jié)合國內(nèi)外成熟的公眾感知服務(wù)質(zhì)量評價量表,開發(fā)社會保險經(jīng)辦機構(gòu)服務(wù)質(zhì)量測評量表,探尋社會保險經(jīng)辦機構(gòu)服務(wù)質(zhì)量的影響因素,為社會保險經(jīng)辦機構(gòu)服務(wù)質(zhì)量的改善和國家服務(wù)型政府建設(shè)提供參考。經(jīng)過因子分析、相關(guān)分析、回歸分析得出社會保險經(jīng)辦機構(gòu)測評模型包括有形性、保證性、透明性、回應(yīng)性和移情性五個維度,并建立包含18個題項的社會保險經(jīng)辦機構(gòu)服務(wù)質(zhì)量量表。通過對回歸方程系數(shù)進行歸一化處理得出各維度對總體服務(wù)質(zhì)量的影響權(quán)重,發(fā)現(xiàn)對社會保險經(jīng)辦機構(gòu)總體服務(wù)質(zhì)量影響比較強烈的三個因子分別為:回應(yīng)性、移情性和保證性。
[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.
【作者單位】： 大連理工大學(xué)公共管理與法學(xué)學(xué)院;
【分類號】：F842.6
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本文編號：1995036