The Research On Evaluation Index System Of Pension Institutions Service Quality

During the Twelfth Five-Year Plan period, The ageing population is becoming more and more serious in China. The demands for Pension agency are rapid increasing. How to improve the quality of service Pension agency and enhance occupancy elderly satisfaction is an urgent need to consider the issue of the current stage.The content of this study includes the following three aspects:(1) we summarize the main theory of quality of service and institutional care, and study status of the quality evaluation system for domestic and foreign Pension agency service. (2) According to national policies and regulations, referencing research related to quality of service and Pension agency predecessors, we build the quality of service evaluation system in Pension agency. The Quality of service and the organization are two parts of the index system, containing quality of Interaction, quality of results, quality of environment and quality of internal support. (3) We use AHP method to index weights set, and adopt fuzzy comprehensive evaluation method for empirical analysis.The result of study shows that we construct a pension agency service quality evaluation model which bases on the elderly perception and organizational support.