| Nowadays,people pay more and more attention to the education of children,and more and more parents hope that their children can change their fate through learning.The contradiction between the socialized division of labor and the huge demand formed by the development of China’s educational cause and the insufficiency of the development level of the trusteeship center.At the same time,along with our country the two-child policy,in many parts of our country,especially in Shenyang area has formed the "422" family structure,caused by the husband and wife are in fierce competition in the workplace,no rich time tutoring children especially the youngest children learning and entertainment,and more unable to help children study their elderly parents.Therefore,under such a social structure,the demand for the trusteeship center will remain strong,creating a huge space for the development of the trusteeship center.Based on the study summarized the domestic and foreign about the quality of service satisfaction measurement results on the basis of related theory,combined with the "Albe" Ann son custody center service operation management practice and the characteristics of service customers,the Brady and Cronin in 2001 based on the perception of service quality measurement model and a modest correction,the final design including interaction quality,environment quality and effect of three dimensions,such as employee attitude 9 indicators and 37 items,including the questionnaire.A random survey was conducted on all the campuses of the "Albe"trusteeship Center.A total of 500 questionnaires were issued and 447 valid questionnaires were recovered.Reliability and validity detection of the investigation.In research,on the basis of trusted interaction quality,environment quality and effect of three dimensions,such as employee attitude 9 indicators affect satisfaction and general background difference influence to satisfaction of difference are studied,and combined with the 3 dimension nine indicators respectively put forward the "Albe"Ann son custody center facing problems,at last gives the corresponding promotion strategy.Through investigation and data analysis,it is found that the overall service quality satisfaction of "Albe" trusteeship center is 3.42 points,which is slightly higher than the general level of basic satisfaction,and the service environment quality of the three perceptual dimensions is lower than the overall average level.In order to solve this problem,some measures are put forward,such as optimizing the distribution of existing campuses,selecting new campuses according to the new standards and carrying out the redesign of campus environmental facilities according to the European standards.The above work not only meets the special requirements of the two-tier customer service experience system of "students+parents",but also enriches the existing service management research system with the scale adjustment and questionnaire design carried out. |
