公共服务满意度影响因素的统计分析——以高校学生食堂为例

Statistical Analysis of Factors Influencing Satisfaction on Public Services——Taking Students' Canteen of Universities as an Example

通过对高校学生食堂经营和服务的问卷调查,在影响学生食堂服务满意度的诸多因素中采用因子分析法提取影响大学生服务满意度的主要因子:食堂产品感知、服务质量感知、就餐环境和就餐条件4项,并进一步分别对其构成的量表信度和效度作了检验,最后应用多元回归技术分析了4个因子对学生食堂满意度影响程度。

Through the students＇questionnaire about the operation and services of the universities canteen, this paper has identified the factors which mostly influence satisfaction on services in students＇canteen of universities by means of factors analysis. The four influencing factors are ： perception of the canteen products, perception of the service quality, dining environment and dining conditions. Moreover, in this paper, further verification has been done for the reliability and validity of scales which consists of the aforesaid four aspects. Finally, It analyses how these four factors influence satisfaction on services in students＇canteen of universities by using muhivariable regression approach, and hence provides a scientific base for universities canteen to improve students＂ satisfaction.