Abstract：OBJECTIVE To sort out and evaluat the service quality key dimensions of drug registration administrative acceptance in China, find out the problem and then put forward corresponding suggestions, in order to enlighten the administrative acceptance management work. METHODS The evaluation dimensions of administrative acceptance service quality are sorted out by literauture research, referring PZB′s SERVQUAL evaluation table and Likert′s "five-point scale" to make the questionnaire, then using questionnaire to investigate and analyze the service quality. RESULTS Responsiveness, transparency and reliability have a great influence on the service quality of drug registration administrative acceptance,but its actual perceived value is lower than the original expectation.And the phenomenon has not received enough attention, it can reflected in the supervisions′ actual perceived value is higher than the administrative relative person. CONCLUSION The SERVQUAL evaluation model is suitable for the service quality evaluation of drug registration acceptance, and the authors put forward the suggestions to optimize the service quality from aspects of clarifying objectives, simplifying procedures and perfecting systems.
ZHANG H Y. Research on SERVQUAL evaluation of government service quality[D]. Harbin:Harbin University of Science and Technology, 2008.
GRONROOS C. An applied service marketing theory[J]. Eur J Mark, 1982, 16(7):30-41.
TAMRAKA R. Impact of citizen charter in service delivery[D]. Kathmandu:North South University, 2010.
LIU X Y, LIU Y N, YANG Z, et al. The construction of a new customer satisfaction index model based on the analysis of SCSB, ACSI and ECSI[J]. Nankai Bus Rev, 2003,(6):52-56.
YU K P. Governance And Good Governance(治理与善治)[M]. Vol 1. Beijing:Social Sciences Academic Press, 2000:157.
STATE ADMINISTRATION FOR MARKET REGULATION, STANDARDIZATION ADMINISTRATION. Guidelines for government Service Evaluation(GB/T 39735-2020)[EB/OL]. (2020-12-14) [2021-01-01]. https://www.doc88.com/p38773089636771.html?r=1.
HU J S. Research on Basic Scope of Administrative Acts(行政行为基本范畴研究)[M]. Vol 1. Hangzhou:Zhejiang University Press, 2005:377.
GEN X. Research on Quality-Driven Administrative Service Standardization: The Case of Administrative Service Center of Zhangzhou City(质量驱动的行政服务标准化研究)[M]. Vol 1. Beijing: Science Publishing, 2017:234-237.
WU M L. Practice of Questionnaire Statistical Analysis:SPSS Operation and Application(问卷统计分析实务SPSS操作与应用)[M]. Vol 1. Chongqing:Chongqing University Press, 2010:237.
JOSEPH F H J R, WILLIAM C B, BARRY J, et al. Multivariate data analysis [M]. 7th ed, New Jersey: Prentice Hall, 2009:123.
CHEN X Z. Theory and Application of Modern Statistical Analysis Method(SPSS统计分析方法及应用)[M]. Vol 1. Beijing: National Defense Industry Press, 2016:222.
ZHANG W H, HU B. Empirical research of the core entrepreneurial power of the entrepreneurs [J]. Forum Sci Technol China(中国科技论谈), 2010,(5):91-95.