The Study On The Evaluation Of Social Insurance Agencies Services Quality

To strengthen overall construction of public service-oriented government by2020, the Communist Party of China’s17second Session proposed the transformation of government functions to create a favorable development environment, offer the high-quality public service and safeguard social fairness and justice. Social security is the core platform of the public service of government. Social Insurance Agencies are the executive agency of social security system and their quality service has a significant impact on the construction of public service-oriented government. The improvement of social security system increase public demand for participating in social security. The public is increasingly touchy about the service quality of Social Insurance Agencies. Therefore, the service quality evaluation model based on the perspective of public perception is significant to heighten the Social Insurance Agencies’services quality and construct the public service-oriented government.Based on domestic and foreign researches on public perceived service quality evaluation and the public sector performance of Social Insurance Agencies, this thesis builds service quality evaluation model of Social Insurance Agencies according to public perception. Meanwhile, on the basis of well-established public perceived service quality evaluation standards, the service quality evaluation criteria and the service quality factors of Social Insurance Agencies are put forward. Detailed analysis of the obtained data is performed retrospectively using statistical software SPSS20.0and LISRE8.7, harvesting such results as below:(1) According to exploratory factor analysis and confirmatory factor analysis, the model of Social Insurance Agencies’service quality evaluation consists of five dimensions-tangibility, responsiveness, transparency, assurance and empathy. Meanwhile,18items in the scale of Social Insurance Agencies’service quality has been set up.(2) The study verifies the relations among Social Insurance Agencies’service quality and these five factors on the basis of correlation analysis. And the hypothesis of this thesis is proved according to the regression analysis with the result that five factors have positive significant effect on the Social Insurance Agencies’services quality.(3) Through the normalized processing of regression equation coefficient obtained the influence of different dimensions to overall service quality, the Social Insurance Agencies’ services quality has been strong influenced by responsiveness, empathy and assurance. Then the author concludes the evaluation model of Social Insurance Agencies’service quality according to the SERVPERF service quality evaluation model.(4) The research results indicate that the service quality of Social Insurance Agencies is average quality. It shows that Social Insurance Agency should continue efforts to improve the service quality. Social Insurance Agencies should specifically formulate some improvement measures, enhance the service level of Social Insurance Agency and improve the public service satisfaction to Social Insurance Agency.