Research On Public Employment Service Quality Evaluation On Public Perception

Employment is closely linked to people’s livelihood,which also is the foundation of the economy and the basis of a stable society.The government has carried out the public employment service to ensure the success of improving people’s well-being,achieving society stabilization and full employment,which plays a role in the effective adjustment of the labor market,implementation of employment and social security policies,improvement of worker’s skills,and protection of vulnerable groups of employment.Factors such as increasing labor supply pressure,accelerating the process of population aging,new technological changes and application shocks will all pose new challenges to employment in the new era.A scientific and reasonable evaluation of the quality of public employment services can help the government fully understand and diagnose the problems in the current service process,effectively identify the public’s expectations and needs for services,and provide for further enhancement of the efficiency of public employment services and continuous improvement of the quality of public employment services’ boost.In this article,the SERVQUAL model is introduced to construct the public employment service quality evaluation system from the aspect of public perception.It is proposed to provide a more comprehensive feedback on the quality characteristics and various services.For a more comprehensive feedback on the PES’s quality gap between quality characteristic and all of the service processes,this article is based on the internal logic and framework of the"General Principles of Service Quality Evaluation" and "General Principles of Public Employment Services" to choose evaluation system dimensions,what’s more,build a integrated evaluation system in the combination of service quality elements.The system includes three service element dimensions,service resource quality,service process quality,and service information quality,six quality element dimensions,and a total of 19 specific question indicators.The author takes Xiamen Human Resources Service Center as the research object,and evaluates its service quality through questionnaire survey and statistical analysis.The research results show that the public employment service quality of Xiamen Human Resources Service Center has not reached the standard expected by the public in terms of service element dimensions and overall.The perceived gap between service resource quality and service information quality is relatively small,but in the service process quality dimension.The expected quality is high and the perceived evaluation is low.There is a big gap between the two.Based on the problems and deficiencies found in the empirical research,suggestions are made to strengthen the standardization of employment services,actively respond to the needs of various service targets,innovate service methods to promote brand building,and continue to promote the construction of "Internet+employment" informatization.The innovation made in this article is mainly manifested in the ability to build a public employment service quality evaluation system that combines service and quality elements from the perspective of public perception,and proposes targeted public employment services based on the results of empirical investigations.Suggestions on improving the quality of public employment service of the center.