社会保险公共服务满意度评价——以太原市为例  

A Satisfaction Research of Organization of Social Insurance Service——With the Investigation in Taiyuan

作　　者：翟绍果[1] 陈诗含 

机构地区：[1]西北大学公共管理学院,陕西西安710127

出　　处：《河北大学学报（哲学社会科学版）》2017年第3期63-71,共9页Journal of Hebei University(Philosophy and Social Science)

基　　金：国家社会科学基金年度项目"社会保险统一经办模式及实现路径研究"(13BGL117)

摘　　要：参保者是社会保险直接的服务对象,由参保者的感知来评价社会保险经办服务,可以使经办机构掌握参保对象的真实需求,从而提供符合公众意愿的社会保障服务。本研究以太原市社会保险参保主体为调查对象,基于参保对象满意度评价指标体系构建,运用因子分析及回归分析方法,综合评价参保者社会保险公共服务满意度。研究结果表明,公众预期、服务质量、基础服务、公众抱怨、公众信任是参保主体评价社会保险公共服务的五个关键要素,其中以公众预期因子得分最高。总体来看,社会保险公共服务与公众预期相差较远,应探索实行统一的社会保险经办模式,提高参保者社会保险公共服务的可获得性和满意度。Social security is an important part of China＇s basic public services, social insurance is the core content of social security which plays an important role in the relationship building of national live- lihood. This study regard the subject of social insurance as the research object, use factor analysis and regression analysis to concentrated variables and determine the contribution of variables in the evalua- tion of satisfaction basing on the evaluation index system we designed. The results show that quality of service, public complaints, public expectations, basic services and public trust are the five key elements of the evaluation of public service of social insurance insured subject, among which the public expecta- tion scores the highest. In this paper, two dimensional micro subject of bottom-up evaluation research perspective was complementary with the top-down macro policy system, which certainly has a reference for the follow-up study.

关 键 词：社会保险公共服务 满意度评价 统一经办模式 

分 类 号：F840.61[经济管理—保险]