Research on Service Quality Evaluation of Social Insurance Handling Based on SERVQUAL Model
- DOI
- 10.2991/icmesd-18.2018.114How to use a DOI?
- Keywords
- SERVQUAL model, Index system of social insurance handling service quality, Service quality gap.
- Abstract
The performance of social insurance management system reform is reflected by the participants’ perception of the quality of social insurance services. In this paper, the "expectation perception" model in the field of service management is taken as the analysis framework, and a new social insurance handling service quality evaluation index system is set up. Through the questionnaire survey of the participants, the quality of the service of Zhengzhou after the implementation of the "five insurance one-in-one" model is made an empirical evaluation. The study find that the quality of service has been improved after the implementation of the "five insurance one-in-one" model, but there is still a gap with the public expected service level, especially in the aspects of humanized management, business capability and response capability. To further improve the service quality of the " five insurance one-in-one " model, we need to broaden the information sharing platform and channels, determine the service standards, improve the service concept, and strengthen the humanized management.
- Copyright
- © 2018, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ming Zhou AU - Yu-Juan Shi PY - 2018/05 DA - 2018/05 TI - Research on Service Quality Evaluation of Social Insurance Handling Based on SERVQUAL Model BT - Proceedings of the 4th Annual International Conference on Management, Economics and Social Development (ICMESD 2018) PB - Atlantis Press SP - 645 EP - 651 SN - 2352-5428 UR - https://doi.org/10.2991/icmesd-18.2018.114 DO - 10.2991/icmesd-18.2018.114 ID - Zhou2018/05 ER -