基于SERVQUAL模型的大学英语教育服务质量研究

文章根据大学英语教育服务特点对SERVQUAL模型的五维度和22个问项进行调整,调整为四个维度(即有形性、保证性、价值性、互动性)和27个问项,产生两个量表,分别测试受试者对于大学英语教育服务质量的期望值(E)和感知值(P);随机抽取246名在校学生作为受试者,进行问卷调查;采用SPSS软件对调查结果进行统计,得出大学英语教育服务质量差距(Q=P-E),并对该差距进行分析,了解其产生的原因并提出改进措施。

According to the characteristics of college English education service,the five dimensions and 22 questions of the SERVQUAL model were adjusted to four dimensions(i.e.,tangibles,assurance,value,interactivity)and 27 questions.Two scales were generated to test the expected(E)and perceived(P)values of the subjects for the quality of college English education service respectively.246 students were randomly selected as subjects to conduct a questionnaire survey.Using SPSS software to make statistics on the survey results,we get the gap of quality of college English education service(Q=P-E)between the expected and perceived ones,analyze the situation and find out its causes and put forward effective measures to enhance the service quality.