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/).

Download article (PDF)

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  -