【摘要】：為了維持健康的社會秩序和經(jīng)濟秩序,企業(yè)或個體經(jīng)營者要進行正常的生產(chǎn)經(jīng)營,必須取得資質(zhì)并自覺接受有關(guān)部門的監(jiān)督管理,其中行政審批是必須步驟,這就決定了企業(yè)或個體經(jīng)營者(顧客)必然與行政審批部門發(fā)生多方面多層次的接觸。隨著政府工作職能不斷由管制型政府向服務(wù)型政府轉(zhuǎn)變,政務(wù)服務(wù)窗口的服務(wù)質(zhì)量已經(jīng)成為評價基層行政審批部門業(yè)績的一個重要指標,提高政務(wù)服務(wù)窗口的服務(wù)質(zhì)量得到各級政府領(lǐng)導者的廣泛關(guān)注。近幾年來,致力于窗口服務(wù)質(zhì)量的提升,各級政府在大量的工作中摸索前進,取得了較大進步,但因服務(wù)接觸過程中涉及的問題方方面面,針對政務(wù)服務(wù)窗口服務(wù)質(zhì)量測評、提高服務(wù)質(zhì)量的研究較少,所以至今未形成體系。 本文擬以服務(wù)接觸理論為依據(jù),深入研究窗口公務(wù)人員的服務(wù)技能、服務(wù)態(tài)度、服飾儀表、信息告知、服務(wù)效率對服務(wù)質(zhì)量的影響及其權(quán)重大小。通過設(shè)計調(diào)查問卷及基層質(zhì)監(jiān)系統(tǒng)政務(wù)服務(wù)窗口意見征集,對顧客及窗口工作人員進行訪問調(diào)查,廣泛收集各類數(shù)據(jù),之后進行內(nèi)容分析、歸納和分類,對影響顧客感知窗口服務(wù)質(zhì)量的關(guān)鍵接觸環(huán)節(jié)和關(guān)鍵因素做出評價,提出提升基層質(zhì)監(jiān)系統(tǒng)窗口服務(wù)質(zhì)量的可行性方法。研究結(jié)果顯示：第一,影響顧客感知政務(wù)服務(wù)窗口服務(wù)質(zhì)量的影響因素有4個,按權(quán)重大小依次是服務(wù)技能、信息告知、服務(wù)效率和服務(wù)態(tài)度；第二,業(yè)務(wù)咨詢、業(yè)務(wù)受理、繳費3個環(huán)節(jié)中,服務(wù)技能都是最重要的影響因素,其中繳費環(huán)節(jié)還受到服務(wù)效率和信息告知的影響；第三,3個環(huán)節(jié)對顧客感知政務(wù)服務(wù)窗口服務(wù)質(zhì)量的影響大小依次是繳費、業(yè)務(wù)辦理和業(yè)務(wù)咨詢；第四,現(xiàn)今政務(wù)服務(wù)窗口的服務(wù)質(zhì)量不高,各接觸環(huán)節(jié)質(zhì)量也有待進一步改進；第五,科學合理的改進措施能夠有效提高顧客滿意度。上述結(jié)論對于進一步研究如何提高政務(wù)服務(wù)窗口服務(wù)質(zhì)量具有指導意義。
[Abstract]:In order to maintain a healthy social and economic order, enterprises or individual operators, in order to carry out normal production and operation, must obtain qualifications and voluntarily accept supervision and management by relevant departments, among which administrative examination and approval must be a step. This determines that enterprises or individual operators (customers) must have multi-level contacts with the administrative examination and approval department. With the continuous transformation of the government's work function from the control-oriented government to the service-oriented government, the service quality of the administrative service window has become an important indicator for evaluating the performance of the grass-roots administrative examination and approval departments. Improving the service quality of government service window has been widely concerned by government leaders at all levels. In recent years, governments at all levels have made great progress in improving the quality of window service. However, due to the problems involved in the process of service contact, the service quality of government service window is evaluated. There is little research on improving service quality, so no system has been formed so far. Based on the theory of service contact, this paper makes a deep study on the service skills, attitude, dress and information, and the influence of service efficiency on service quality and the weight of service efficiency. Through designing the questionnaire and soliciting opinions from the government service window of the grass-roots quality supervision system, the customer and the window staff are interviewed and investigated, and all kinds of data are collected extensively, and then the content analysis, induction and classification are carried out. This paper evaluates the key contact links and key factors that affect the quality of service of customer perceived windows, and puts forward a feasible method to improve the quality of service of windows in grass-roots quality supervision system. The results show that: first, there are four factors that affect the service quality of customer perceived government service window, which are service skills, information informing, service efficiency and service attitude according to the weight; Second, the service skills are the most important influencing factors in the three links of business consultation, business acceptance and payment, among which the payment link is also affected by the service efficiency and information informing. Third, the impact of three links on customer perceived service window service quality is in turn payment, business management and business consultation; Fourth, the service quality of the current government service window is not high, and the quality of each contact link needs to be further improved. Fifth, scientific and reasonable improvement measures can effectively improve customer satisfaction. The above conclusions have guiding significance for further research on how to improve the service quality of government service window.
【學位授予單位】：山東大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：D630.1;F203

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