The Study On The Improvement Decisions Of Customer Satisfaction For Business And Industrial Administration Affairs Outsourcing Service In County Area B Of G City

As the continuous development and deepening of China's market economy,people's requirements for the quality of government public service also have gradually increased.In order to adapt to this trend,the administrative department has begun to build a service-oriented government.Some public management affairs which will not involve state secrets has been entrusted the third-party service-business outsourcing companies.However,in specific practice,due to the failure of local government or functional department outsourcing decision-making and the lack of service quality of third-party service companies,public service outsourcing has not reached the initial intention,that is,improving customer satisfaction and service efficiency.Despite the fact that third-party public service contracting companies have introduced some service improvement projects to improve customer satisfaction,they are often ineffective.Therefore,it is necessary to explore which service projects can better improve customer satisfaction,which services have no impact on customer satisfaction,and which are the main factors for public service outsourcing customer satisfaction.The solution of these problems can help the third-party public service contracting companies to take corresponding measures to improve customer's satisfaction,and also provides a theoretical basis for government departments to choose outsourcing service e providers.The Business Administration Department of County area B of G City also outsourced some industrial and commercial affairs to third-party service companies in practice,and achieved some results.But there are also some practical problems such as low service satisfaction.This paper aims to study how to improve the customer satisfaction of the business outsourcing service in the Business Administration Department of County area B of G City.The paper analyzes the characteristics and components of the business outsourcing service.By referring to the SERVQUAL service quality evaluation model,and in term of the characteristics of the business outsourcing service,the index frames for evaluating the customer satisfaction of outsourcing service of business administration affairs has been constructed.In order to further clarify the impact of these service quality influence factors on customer's satisfaction,the service satisfaction evaluation system is combined with the quantitative Kano model to construct a decision-making model for business service outsourcing service satisfaction improvement.Finally,the application of fuzzy quantitative Kano model is applied.In the practice of business outsourcing services in Area B of G City,the questionnaires were used to obtain the survey data.The fuzzy quantitative Kano model was used to obtain the classification of service quality factors affecting customer satisfaction.On this basis,the strategy of improving service satisfaction was proposed.The main content of this paper consists of the following three parts:(1)Analysis of the status quo and existing problems of business administration affairs outsourcing in County Area B of G City.This part analyzes the current situation and existing problems of business outsourcing services from the outsourcing process,outsourcing contract,outsourcing service provider and B district industrial and commercial department through the investigation of the outsourcing of industrial and commercial business in Area B of G City.(2)Analyze the satisfaction characteristics and components of business service outsourcing service,draw on the SERVQUAL service quality evaluation model,and combine the characteristics of public service outsourcing to propose the customer satisfaction evaluation index of business outsourcing service,in order to explore the satisfaction of these satisfaction evaluation indicators.The degree of influence is increased,and the decision-making model for the satisfaction of business and industry outsourcing services with integrated fuzzy synthesis andquantitative Kano model is designed.Through the questionnaire survey of the industrial and commercial outsourcing service customers and employees of the industrial and commercial departments in Area B of G City,the survey data of customers and contractors' satisfaction with the business outsourcing service providers were obtained,and the integrated fuzzy quantitative Kano model was used to obtain the business of G City B District.The classification of service quality factors of business outsourcing enterprises provides a theoretical basis for improving customer satisfaction.(3)According to the analysis of(2)aiming at the actual situation of industrial and commercial outsourcing in Area B of G City,it proposes strategies to improve business outsourcing and improve customer satisfaction of outsourcing service providers.