高职院校服务质量实证研究——以我国27个省、市、自治区高职院校应届毕业生抽样调查为例

An Empirical Research on Service Quality of Higher Vocational Education——A Sample Survey of Graduates of Vocational Colleges in 27 Provinces

根据用户满意度理论和利益相关者理论,编制"学生评价高等职业教育服务质量评量表",并对我国27个省、市、自治区28所高职院校应届毕业生进行在线抽样调查。结果显示,学生的总体满意度较低,为74分,期望值为81.4分,满意度与期望值的差距值为7.36分;学生对"关心学生"、"入学与学籍管理"、"收费"、"校园安全"评价较高;对"学校生活环境"、"实践教学"与"就业服务"评价较低。研究发现,学生评价结果与人才培养水平评估结果、与学校是否是示范性学校关系不密切,与教师、学校管理人员的评价也不同;加强对学生的学习与实践指导、密切校企合作、提高选修课程比例和创造更舒适的校园生活环境是改进高职院校服务质量的优先事项。

According to the customer satisfaction theory and stakeholder theory, with the ＂scale for student evaluation of service quality of higher vocational education＂, we have held an online sample survey of graduates of 28 vocational colleges in 27 provinces of China. The findings indicate that students＇ overall satisfaction scored 74, which is relatively lower than the expected 81.4. The gap value between satisfaction and expectation is 7.36. ＂Concern for students＂, ＂enrollment and enrollment management＂, ＂tuition and other fees＂, and ＂campus safety＂ are rated higher than other aspects; ＂school environment＂, ＂practice teaching＂ and ＂employment service＂ rated comparatively lower. We have also found out that the findings are rarely related to the results of teaching and learning evaluating held by the education department of China, nor with the fact of whether the school is exemplary school or not. The findings are also different from the evaluation results of teachers and school administrators. It is concluded that strengthening guidance for student learning and practice, strengthening college-enterprise cooperation, improving the proportion of elective courses on campus, and creating a more comfortable living environment are the matters of priority to improve the service quality of higher vocational education.