关键词: 经办服务能力, 影响因素, 结构方程模型

Abstract: The paper established social security service capacity evaluation model on the basis of the balance score card theory, considered and established assumes of the impact of some factors such as institutions construction, human resources, financial support, internal management, and administrative culture. The social insurance agencies questionnaire data from both downtown and county of Hanzhong were used to hypothesis testing, and a conclusion was drawn that human resources, administrative culture, institutions construction, financial support and internal management factors have obvious impact on the service capacity of the social security administration department, and their significance decrease successively. Therefore, the following five suggestions should be concerned: constructing dynamic adjustment of staffing system, setting “serve the insured” culture, strengthen the information construction, improving the internal management system standardization, and constantly enhancing the handling ability.

Key words: social insurance agency service ability, influence factors, structural equation model