【作者】 杨杰；

【导师】 温德成；

【作者基本信息】 山东大学 ， 工业工程（专业学位）， 2014， 硕士

【摘要】 为了维持健康的社会秩序和经济秩序,企业或个体经营者要进行正常的生产经营,必须取得资质并自觉接受有关部门的监督管理,其中行政审批是必须步骤,这就决定了企业或个体经营者(顾客)必然与行政审批部门发生多方面多层次的接触。随着政府工作职能不断由管制型政府向服务型政府转变,政务服务窗口的服务质量已经成为评价基层行政审批部门业绩的一个重要指标,提高政务服务窗口的服务质量得到各级政府领导者的广泛关注。近几年来,致力于窗口服务质量的提升,各级政府在大量的工作中摸索前进,取得了较大进步,但因服务接触过程中涉及的问题方方面面,针对政务服务窗口服务质量测评、提高服务质量的研究较少,所以至今未形成体系。本文拟以服务接触理论为依据,深入研究窗口公务人员的服务技能、服务态度、服饰仪表、信息告知、服务效率对服务质量的影响及其权重大小。通过设计调查问卷及基层质监系统政务服务窗口意见征集,对顾客及窗口工作人员进行访问调查,广泛收集各类数据,之后进行内容分析、归纳和分类,对影响顾客感知窗口服务质量的关键接触环节和关键因素做出评价,提出提升基层质监系统窗口服务质量的可行性方法。研究结果显示：第一,影响顾客感知政务服务窗口服务质量的影响因素有4个,按权重大小依次是服务技能、信息告知、服务效率和服务态度；第二,业务咨询、业务受理、缴费3个环节中,服务技能都是最重要的影响因素,其中缴费环节还受到服务效率和信息告知的影响；第三,3个环节对顾客感知政务服务窗口服务质量的影响大小依次是缴费、业务办理和业务咨询；第四,现今政务服务窗口的服务质量不高,各接触环节质量也有待进一步改进；第五,科学合理的改进措施能够有效提高顾客满意度。上述结论对于进一步研究如何提高政务服务窗口服务质量具有指导意义。更多还原

【Abstract】 For a healthy social order and economic order, enterprises and self-employeds have to obtain a license and voluntarily submit themselves to the government sectors. In this way, administrative examination and approval is very important. So the enterprises and self-employeds have to get in touch with the administrative department in charge of examination and approval extensive and all around. As the work of the government functions transformation form "regulation-oriented government" to "service-oriented government", the service quality and service level of service windows for administrative department change to a very important index to text the achievement of administrative departments, and it is payed close attention to leaders of government. In recent years, administrative departments has made great progress in groping their way forward from numbers of attempts. But it still have not formed system because of there is so many matters for service encounter,as well as the tests and research of service windows for administrative department is lacked.This article is based on service encounter, employed examples the service windows of Bureau of quality and technical supervision in Yantai Economic and Technological Development Area. The research target is to evaluate the influence and weight from service skill, service attitude, dress and appearance, information, service efficiency of staffs at service windows for administrative department. Through the questionnaire and the soundings taking among service windows of Bureau of quality and technical supervision in primary Economic and Technological Development Area, and visit and observe to the customers and service window personnels, we scooped data broadly, and then to analyze, summarize and classification. So we can judge of the key links and key factors of customer-perceived service quality, to further put forward the way how to improve the service quality of service windows of Bureau of quality and technical supervision. The results showed lie in the following details, first, service skill, intormation, service efficiency of staffs, service attitude are influencing factors of customer perceived service quality of government service windows which were sorted as weights. Second, service skill is the most important point of consulting, acceptance, payment, and payment is affected by intormation and service efficiency of staffs. Third, the weight of three links influenced feelings of customers about service quality is payment, acceptance, consulting. Fourth, the service quality of government service windows is still lower, and we need to do something to be better. Fifth, scientific and reasonable corrective actions can raise the degree of customers’satisfaction, and so this research may be helpful to guide practice.更多还原