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社区建设在城市建设过程中起着举足轻重的作用,而作为社区服务与管理主体的社区居委会,是否发挥了其作用,直接决定着社区建设的成功与否,因此对于居委会服务质量的研究显得尤为重要。本研究将盛行于商业服务质量评价的SERVQUAL模型应用到城市社区居委会服务质量的评价研究中,并基于该模型制作了居委会服务质量调查问卷,以贵阳市M社区的社区居民作为调查对象,从5个层面23个指标对以上三个社区居委会服务质量进行调查。同时,对5个层面的重要性进行排序,分析得出社区居民对居委会服务质量的期望值、实际感受值以及二者之间的差距,目的是为改进、改善社区居委会服务质量提供可靠性的意见及建议。
Community construction plays a decisive role in the process of urban construction. Whether community committees as the main body of community service and management have played their role directly determines the success of community construction. Therefore, it is particularly important to study the service quality of neighborhood committees . In this study, the SERVQUAL model prevailing in the evaluation of commercial service quality was applied to the evaluation of service quality of urban community neighborhood committees. Based on the model, questionnaires of the quality of service of residents’ committees were made. Taking the community residents of M community in Guiyang as survey subjects, A level of 23 indicators of the above three communities neighborhood service quality survey. At the same time, it sorts the importance of five levels and analyzes the expectation, the actual value and the gap between the community residents’ quality of service to the neighborhood committees, with the purpose of providing reliable opinions for improving and improving the service quality of community committees And suggestions.