社区教育服务质量评价与实证分析

Measuring Service Quality of Community Education: An Empirical Perspective

文章以江阴市数字化社区教育"三横四纵"服务框架体系的实践运营为研究基础,通过建立社区教育服务质量评价模型,初设指标体系,开展小范围预调查,提炼和筛选指标,继而展开大规模正式问卷调查,以社区居民、社区教育主管部门和社区管理组织为评价主体,对社区居民感知服务质量和社区管理组织支撑质量两个维度的指标体系开展服务质量实证分析。研究结论表明,该评价模型具有理论科学化和实践可操作的双重特征,建立的指标体系信度和效度高,能够真实反映社区教育的服务质量;继而分析了江阴市社区教育服务质量存在的问题及差距,提出了具体的建议及对策,有效探索了社区教育服务质量评价的实证研究,对提升社区教育质量和促进社区教育健康和可持续发展具有一定的实践意义。

This paper reports on the operation of the digital community education service framework in Jiangyin, Jiangsu Province, China. An evaluation model for the service quality of community education was developed and an index system established. A pilot survey was conducted with revisions and adjustments made according to the feedback before large-scale implementation. The formal survey involved community residents, community education authorities and community management bodies with a focus on investigating two dimensions of the index system: community residents' perceptions of service quality and community management bodies' support of quality. Findings from the survey indicate that the proposed evaluation model is underpinned by sound theories with ease of operation and that the index system established has high reliability and validity. Meanwhile, problems and gaps are identified in relation to the service quality of community education in Jiangyin and solutions are also discussed. Findings from the study carry implications for enhancing the quality and sustainable development of community education in a wider context.