摘要
通过对广州市T街家庭综合服务中心进行服务满意度调查研究,从居民的角度探讨满意度的内涵,发现影响中心服务满意度的主要因素有:对社工的感知、对服务项目的感知、对服务活动的感知、对中心管理的感知、对中心环境的感知和对服务成效的感知六项,并构建了家庭综合服务中心的服务满意度模型。中心服务满意度的高低取决于这六个因素的共同作用,且每个因素都对总体满意度产生正面影响。其中,提高社工和中心管理两者的满意度是提升中心服务水平和整体满意度的关键。根据这一研究结果,家庭综合服务中心应从实现管理透明化、社工培训细致化、服务均等化以及评估标准个别化四个方面着手,把居民的感知渗透其中,更好地提升服务水平。
On the basis of the research of the degree of satisfaction with comprehensive family service centre at T Street located in Guangzhou,this article explores the connotation of the degree of satisfaction from the standpoint of the residents,finding out six factors which influence residents' satisfaction,namely,their knowledge about social workers,service projects,service activities,centre's management and environment as well as results of service.Based on such findings,it establishes a model for the degree of satisfaction with comprehensive family service centre.In the model,each of these factors has a positive impact on the satisfaction.Among them,improving the satisfaction with social workers and centre's management is the key to raising the center's level of service and overall satisfaction.According to the research,comprehensive family service centre should focus on realizing management transparency,meticulousness of social workers' training and equalization of service.Furthermore,to better serve the community,it should concern the residents' knowledge about social work.
出处
《广东工业大学学报（社会科学版）》
2013年第4期12-19,82,共8页
Journal of Guangdong University of Technology(Social Sciences Edition)
基金
国家社科基金"十一五"规划教育学2007年度国家重点课题"趋同与趋异:社会工作专业教育模式比较研究"(CIA070204)
关键词
社会服务
家庭综合服务中心
服务满意度
social service
family comprehensive service centre
degree of satisfaction
