高校财务部门服务质量影响因素及影响机理探析

Research on the Influencing Factors and Influencing Mechanism of Service Quality of Financial Departments in Universities

高校财务部门与师生员工间冲突频发,为分析其服务质量影响因素及影响机理,基于中部地区某高校财务部门收集的156起服务质量投诉事件,结合文献和专家访谈,共提取了4个维度15个影响因素。采用决策实验室分析法和解释结构模型法,分析了高校财务部门服务质量影响因素间的相互关系及影响强度,计算了其中心度和原因度,构建了多层解释结构模型,划分了因素的影响层次,明确了影响在各层次间的传递路径。本文的研究表明,集成DEMATEL-ISM方法在高校财务服务质量影响因素分析上具有可行性,也为改善组织部门对内部客户服务质量问题提供了新的决策思路和方法。

There are frequent conflicts between financial departments and teachers or students.In order to analyze the influencing factors and influencing mechanism of service quality,based on 156service quality complaints collected by financial departments of a university in the central region of China,combined with literature and expert interviews,15 influencing factors from four dimensions were extracted.Using DEMATEL and ISM,this paper analyses the relationship and intensity of the influencing factors of service quality in financial departments of universities,calculates the degree of centrality and causality,constructs a multi-layer interpretative structure model,divides the influencing levels of factors,and clarifies the influencing factors and paths among different levels.The research results show that the integrated DEMATEL-ISM method is feasible in the analysis of influencing factors of financial service quality in Colleges and universities,and it provides new decision-making ideas and methods for improving internal customer service quality of organizational departments.