Service Performance Influence Factors of Zhejiang Administration Service Center: A Hierarchical Linear Modeling

Administration service center (ASC) is a new institute of Chinese public service recently. There are opportunities and challenges both for its´ development. We made a survey to Zhejiang ASC in 2005, which includes 915 samples. In this paper we presented a study of service performance influence factors emploied hierarchical linear modeling (HLM). Firstly, A review is given; Secondly, concept model and assumptions are provided; Thirdly, we provide the study process, including variables design, sample and data collection, reliability and validity, and model estimation, etc. Fourthly, result discuss is taken; Fifthly, background reason and management hint are probed; Finally, we present the limits and further directions. The conclusion is that the ASC has direct and indirect influence on the service performance, but relatively, the domination factor of service performance is traditional department. Consequently, some correlative suggestions are provided to confirm the status of ASC and advance the customer satisfaction.