工会普惠服务满意度调查及影响因素研究——源于浙江省杭州市的调查

A Research on Satisfaction Survey and Influencing Factors of Trade Union Inclusive Service——From a survey in Hangzhou, Zhejiang Province

提升工会普惠服务满意度是工会组织满足广大职工群众对美好生活向往的重要举措,也是工会助推共同富裕取得实质性进展的重要路径之一。本文以浙江省杭州市工会组织为例,调查了共同富裕背景下工会普惠服务满意度情况,并对工会普惠服务满意度现状和影响因素进行分析,研究结果显示职工群众对工会普惠服务的满意度和公众期望、感知质量、公众忠诚和公众抱怨之间存在正向的线性关系,其中质量感知和公众忠诚因素是服务满意度最大的影响变量。

Enhancing the satisfaction of trade union inclusive services is an important initiative for trade union organizations to meet the aspirations of workers for a better life, and one of the important paths for trade unions to help make substantial progress in common prosperity. The paper takes trade union organizations in Hangzhou, Zhejiang Province as an example, investigates the satisfaction of trade union inclusive services in the context of common prosperity, and analyzes the current situation and influencing factors of satisfaction of trade union inclusive services, and the research results show that there is a positive linear relationship between workers’ satisfaction with trade union inclusive services and public expectations, perceived quality, public loyalty and public complaints, among which quality perception and public loyalty factors are the service The factors of quality perception and public loyalty are the most influential variables of service satisfaction.