Research On Service Improvement Strategy Of Rear-service Operators

Nowadays,all levels of Party schools in China are vigorously advancing the reform of rear-service outsourcing and constantly exploring the development path of rear-service outsourcing.Rear-service is a crucial support for the normal and efficient operation of the Party school.To provide better services and fully satisfy the needs of students and staff,it requires the rear-service management department to evaluate the service quality scientifically and reasonably,so as to play a better role in supervision.At present,there are few researches on the service quality of rear-service outsourcing operators in Party schools,and there are very few cases to refer to.Deng Xiaoping once pointed out,"rear-service is also a kind of knowledge,which also needs to be studied,and it can also turn out talents.Without in-depth research,rear-service will be hard to promote." Therefore,how to supervise rear-service operators and improve rear-service quality through scientific service quality evaluation is an important topic worthy of study.In the first instance,this paper collects service quality evaluation of Party schools at home and abroad and the relevant literature on rear-service outsourcing,investigates the current situation of rear-service outsourcing and service quality evaluation of S Party school,and analyses the existing problems and reasons of service quality evaluation through interview.Then,based on the Customer Perceived Quality and Organizational Support Quality Model,the analytic hierarchy process is used to construct the service quality evaluation index system of S party school rear-service outsourcing operators.The analytic hierarchy process is used to construct the service quality evaluation index system of S party school rear-service outsourcing operators.Then,the index system was used to evaluate the service quality of S Party School from June to September 2020.Questionnaires were distributed to 120 students and 100 teaching staff(including 14 members of the post-management committee)every month.A total of 880 questionnaires were distributed in four months,of which 842 were valid,with a recovery rate of95.68%.Through the research,the conclusions are as follows:(1)The existing problems in the service quality evaluation of S Party School rear-service outsourcing operator includes: the evaluation content is not perfect,the evaluation index is not scientific,the evaluation process is formalized,and the main body of evaluation management is single.(2)The reasons for the problems in evaluation lie in the lack of understanding of the importance of service evaluation,imperfect evaluation methods,lack of practical experience,lack of management personnel and so on.(3)The key points and difficulties in the improvement of service quality are to enhance the reliability and security of service,to attach importance to the training of staff and the supply of materials.(4)The main problems existing in the rear-service service quality of S Party School are as follows: firstly,the service quality is unstable,mainly showing that the longer the time is,the more service problems are exposed,and the service score of students is higher than that of teaching staff.Secondly,the service disadvantage mainly lies in the canteen,which lowers the overall score of the service reliability index in the customer perceived quality.Thirdly,the organizational construction needs to be strengthened,in the organizational support quality index,the personnel index weight is the highest,but the overall score is mediocre,especially employee loyalty is the lowest of all indicators.In view of the existing service problems,the author puts forward some countermeasures and suggestions to enhance the supervision efficiency and improve the service quality from the five aspects of operator access standard,supervision mechanism,evaluation system,assessment method and supervision team construction.The purpose of this paper is to improve the supervision of the rear-service service of the Party Schools,promote the rear-service reform,and provide a certain reference value for students and teaching services.