全日制体育硕士专业学位研究生教育服务质量评价——基于SERVQUAL模型

Research on the Education Service Quality of Full-time Professional Master of Sports——Based on the SERVQUAL Model

运用访谈法、问卷调查法以及数理统计等方法,以质量评价的差距理论和SERVQUAL模型评价方法为依据,从学生感知服务质量的角度来分析全日制体育硕士专业学位研究生教育质量保障,通过多层面调查基础上设计出了包括效果性、可靠性、价值性、保证性、关怀性和品牌性6个一级指标及其相对应的23个二级指标的全日制体育硕士专业学位研究生教育服务质量评价体系,通过检验具有较高的信度和效度.对全国20所高校学生的调查研究表明:全日制体育硕士专业学位研究生对教育服务质量的期望和感知的平均值较高,但实际感知与期望还有差距;当前的全日制体育硕士专业学位研究生教育服务质量不能完全满足学生的期望,总体水平还有待提高.

Using the methods of interview, questionnaire, mathematical statistics and accord- ing to the quality evaluation of the gap between theory and SERVQUAL model evaluation method, this thesis analyses education quality assurance of the full-time professional master of sports from the perspective of students＇ perception of service quality. Through multi-levels investigation including six first level indictors such as effectiveness, reliability, value, assurance, care and brand, and 23 second level indexes, this thesis designs the quality evaluation system of the education service of full-time professional master of sports, and the evaluation system is proved to has good reliability and validity. The empirical study for the students from 20 universities indicate ： The full-time profes- sional masters of sports have a comparatively high average value of expectation and perception of ed- ucation service, but there is still disparity between the actual perception and expectation. Generally speaking fore, it , The current education service can＇t fully satisfy the expectations of the students. There- has yet be improved.