基于SERVQUAL模型的行政服务质量实证研究

Empirical Study on Administrative Service Quality Based on SERVQUAL Model

本文以SERVQUAL模型为基础设计行政服务质量评价量表,运用描述性统计分析、配对样本T检验以及IPA分析等方法对某地区行政服务中心的服务质量展开实证研究,最后总结测评结果并提出相应的对策建议,以期能为行政服务质量的改进提供新的思路和方向。

Based on the SERVQUAL model,this paper designs the evaluation scale of administrative service quality,and uses descriptive statistical analysis,paired sample T test,IPA and other methods to conduct an empirical study on the service quality of a regional administrative service center.Finally it puts forward corresponding measures and suggestions according to the evaluation results,in order to provide new ideas to improve the quality of administrative services.