研究生教育服务质量管理的实证研究:基于SERVQUAL模型被引量：15

A SERVQUAL-based Study of Service Quality Management in Postgraduate Education

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摘要 SERVQUAL是一种面向顾客的问卷式服务质量评估工具。本文将此工具应用于研究生教育服务质量的管理。通过相关分析显示,研究生对教育服务质量的评价会影响到其未来的行为选择,二者间存在显著的负相关关系。研究生对于教育服务的期望与感知之间存在非常显著的差异。在因素上,研究生对"导师教导"的期望最高,而对"医疗服务"的感知最低。根据研究生教育服务期望和感知分数绘制的IPA图,可与SERVQUAL相辅相成,相得益彰,为大学管理者改进教育服务质量提供重要参考。 SERVQUAL, a service quality assessment tool, is used in this study .to investigate service quality management in postgraduate education. Results show that there is a negative correlation between students＇ assessment of education service quality and their future behavioral choices. It is found that students generally have the highest expectations of guidance from supervisors and lowest recognition of medical service. Related IPA charts together with the SERVQUAL model may provide useful information for university administrators in their efforts to improve education service quality.

作者余天佐韩映雄

机构地区上海海事大学高等技术学院华东师范大学高等教育研究所

出处《研究生教育研究》 CSSCI 2013年第1期11-16,共6页 Journal of Graduate Education

基金上海海事大学科研基金项目"基于学生视野的教育服务质量评价应用实践研究"(项目编号:20100103) "2011年上海市高校选拔培养优秀青年教师科研专项基金"资助

关键词 SERVQUAL研究生教育服务研究生教育服务质量 SERVQUAL postgraduate education service service quality

分类号 G647 [文化科学—高等教育学]

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参考文献14

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