六西格玛方法与大学服务质量管理被引量：2

Six Sigma Theory and University Service Quality Management

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摘要面对激烈竞争,大学纷纷采用"服务致胜"战略来提升竞争力。通过六西格玛分析发现,需要从期望和感知两方面来共同提升大学服务质量。期望是学生对大学服务质量的预期。感知是学生在大学中实际感受到的服务认知。大学要提升服务质量,需要达成期望和感知的有效组合,进而提升学生满意度。 Facing drastic competitions, universities use ＂service success＂ strategy to improve their competitiveness. To improve university service quality, two factors should be considered based on six Sigma method： expectation and apperception. Expectation refers to students＇ anticipation of service quality and apperception means students＇ sense of actual service quality. In order to improve the service quality, Universities should introduce effective portfolio of expeetation and apperception to improve students＂ satisfaction.

作者顾佳峰

机构地区北京大学中国社会科学调查中心北京大学教育学院

出处《高等工程教育研究》 CSSCI 北大核心 2009年第5期106-108,126,共4页 Research in Higher Education of Engineering

关键词六西格玛大学服务质量服务质量量表

分类号 G647 [文化科学—高等教育学]

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参考文献11

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二级参考文献43

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