海事服务质量管理体系研究.pdfVIP

Abstract As a new objective paradigm of MSA institution reform, service-oriented MSA is a research hot spot for scholars, the key to build service-oriented MSA is improving MSA service quality. Currently, there is many research on the meaning and concept of MSA, but only few study about how to put them into practice and which ways it will take to improve the maritime service quality. Nowadays, with the economic development rapidly, the contradiction between service quality of MSA and services demand of port enterprises and shipping enterprises and the public is intense, the existing MSA management system can not adapt to this fundamental change, and even more difficult to guide the practice on the operational level. Therefore, these paper focuses on the theme how to improve MSA service quality by the service quality management system, and put emphasis on the following elements: Firstly, summarize the concept of MSA service and MSA service quality by combining the research results from abroad with the situation of China MSA, then, the paper introduce quality management theory, new public management theory and new public service theory as the theoretical support, meanwhile, summarize the definition of MSA service quality management system on the based of quality management system of ISO9000. Secondly, analysis the problem of the China MSA service quality, while, demonstrate