Research on Service Quality Evaluation of Social Insurance Handling Based on SERVQUAL Model

摘要

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.